Manual quality management
Review, score, coach, and improve agent performance
Manual quality management
ImpactCX Manual Quality Management helps organizations evaluate customer and employee interactions through a structured, consistent, and easy-to-manage quality assurance process. Supervisors and quality teams can use workflow to select interactions for review, manually complete scorecards, document findings, and provide feedback that supports performance improvement, compliance, and customer experience goals.
Designed for organizations that require human-led evaluation, ImpactCX Manual Quality Management gives reviewers the tools they need to assess calls, screen activity, and interaction details using defined QA standards and business policies.
Structured quality reviews for consistent performance improvement
ImpactCX Manual Quality Management supports a repeatable evaluation process that helps organizations improve agent performance, identify coaching opportunities, and maintain quality standards across teams.
Customizable scorecards allow supervisors to align evaluations with internal policies, compliance requirements, customer service expectations, and operational goals. Reviewers can document observations, assign scores, add comments, and track results over time to support ongoing improvement.
Coaching and feedback workflows
Manual Quality Management helps supervisors turn evaluations into meaningful coaching conversations. Managers can use completed reviews to provide timely feedback, recognize strong performance, identify skill gaps, and guide agents toward better outcomes.
By connecting evaluations with coaching workflows and reporting, organizations can improve evaluator consistency, strengthen agent development, and create a more transparent quality management process.
Manual quality management software offers:
With ImpactCX Manual Quality Management, organizations gain a structured way to evaluate interactions, improve coaching, support compliance, and help employees deliver more consistent customer experiences.
One platform.
Every communication channel.
100+ integrations.
ImpactCX integrates with leading contact center, employee collaboration, telephony, CRM, digital communication, and two-way radio platforms.
Contact center integrations
Connect with leading contact center and enterprise communication platforms.
Employee collaboration integrations
Record and manage communications across modern collaboration platforms.
Two way radio integrations
Capture and manage mission-critical radio communications.
Start with what you need.
Expand to drive enterprise value.
ImpactCX gives organizations a platform that supports immediate recording requirements while creating a path to broader quality, AI, and operational value.
