Workforce engagement · practice · 12 min full read
The product page describes multi-channel evaluations, desktop monitoring, and automated scoring. The desktop page says agents can review evaluations without leaving Plus. That is QM: a sample of work, a score, a conversation with the person.
A 100 percent score on a form nobody respects is not quality. The form has to match the call the customer had. Recording is the evidence. The EULA says recordings include hold and what happens after a transfer, and that the customer must meet notice and consent laws.