NICE inContact CXone Quality Management (QM) Analytics improves the omnichannel customer experience through targeted agent feedback. Organizations can utilize call recording capabilities and apply automatic, granular analysis and categorization to more effectively pinpoint interactions to evaluate for quality management purposes, keeping agents on message and out of trouble. QM Analytics simplifies quality management, analyzing each interaction based on category, sentiment, and user-defined keywords/phrases, and delivers sophisticated analytical capabilities without an army of experts. Watch this video and see how CXone QM Analytics can empower your organization to act faster and smarter about quality.
NICE Quality Management Cloud Integrated with CXone (PDF)
In today’s challenging business environment, contact centers must continuously demonstrate how they are contributing to business results. To achieve these goals they need to improve operational efficiency, respond quickly to customer issues, and maintain a highly trained and professional staff. Central to all these issues is agent performance. Contact centers worldwide implement quality programs seeking to inspire their agents to peak performance. This goal is very difficult to achieve through traditional, random quality management. With Supervisors and QM teams sampling random agent interactions, business insights and performance gains are accomplished by pure chance.
NICE inContact CXone Quality Management improves the customer experience
CXone Quality Management (QM) is an easy-to-use, full featured offering with agent-centric evaluation and coaching workflows to enable operations to improve both the customer and agent experience, as well as reduce evaluator effort. Screen and call recording, agent self-evaluations, automated quality feedback, and dispute arbitration workflows help you achieve an effective balance between operational requirements and agent empowerment. Enhancing customer interactions starts with tracking and managing their quality. It can be difficult to gather the quality insights you need without overwhelming your quality management team, while still ensuring agents are coached regularly. Watch how CXone Quality Management helps analyze customers’ experiences to identify where they can be improved upon with an easy-to-use evaluation, review, and coaching solution.
CXone Quality Management Pro (Datasheet)
CXone Quality Management is an easy-to-use, full featured offering with agent-centric features that enable operations to improve the customer experience, agent experience, and internal processes. Screen and call recording, agent self-evaluations, automated feedback, and dispute arbitration workflows help you achieve an effective balance between operational requirements and agent empowerment. Enhancing customer interactions starts with tracking and managing their quality. It can be difficult to gather the data you need, though, without overwhelming your Quality Management team and while still ensuring agents are coached regularly. CXone Quality Management helps you analyze your customers’ experiences and identify where they can be improved upon with an easy-to-use evaluation and review solution.