LiveVox Quality Management (QM) is a quality management system offered by LiveVox. It is designed to help your organization optimize the performance of the contact center operations. LiveVox QM provides tools and resources that are required to monitor, evaluate, and improve the quality of customer interactions. LiveVox QM offers a comprehensive quality monitoring workflow to accurately evaluate the performance of an agent by recording, analyzing, and scoring agent-customer interactions. You can create custom scorecards and set the scoring criteria for various interactions, enabling you to evaluate and monitor performance based on your organization’s needs. Alerts and notifications can be set up for various tasks, agent shifts can be scheduled, and work queue tasks can be tracked, which helps manage compliance and regulatory requirements. LiveVox QM also enables you to identify skill gaps and training needs, assist in agent training, and research customer complaints thus helping managers to improve agent performance.