Quality monitoring

Make better service your team’s superpower.

Give the quality feedback and coaching needed to create super agents and satisfied customers. And spend less time doing it!

Drive the right agent behavior for every situation.

Set agents up for success

Engaged agents don’t go job shopping! Keep your agents happy and engaged with regular feedback and coaching.

Keep customers coming back

Customers know they are “being recorded for quality purposes.” Prove it with a better experience.

Focus on the teachable moments

Give your evaluators the gift of time by automating and streamlining quality monitoring activities.

Walk a mile in your customer’s shoes.

The equation is simple: quality evaluations plus coaching equals better customer experience. See how.

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Walk a mile in your customer’s shoes.

The equation is simple: quality evaluations plus coaching equals better customer experience. See how.

Watch demo

Give everyone a say in service quality.

NICE inContact CXone Quality Management puts agents and customers at the center of your quality monitoring program –while still reducing evaluator effort. Strike an effective balance between operational needs and evaluator efficiency with automated delivery of interactions, simplified dashboards, and a modernized form designer.

Put agent improvement and engagement front and center with tools to coach agents and give them a voice in the quality process, like collaborative evaluations and dispute workflows.

With centralized admin in the unified, all-in-one CXone platform, it’s never been easier to monitor and improve quality.

“We monitor call quality very closely. With CXone Quality Management, calls are now recorded so they can be reviewed at any time. It’s enabled us to reduce our seasonal QM team by 70% and reassign them to different positions.”

Jeff Fawcett

Call Center and Training Manager Wine Country Gift Baskets

Quality management software that’s simple – yet powerful.

Hit the ground running

Start monitoring today. From implementation to form creation and evaluations, administering your quality program is easy with unified setup and intuitive drag-and-drop interfaces.

Put agents in the driver’s seat

Collaborative and self-evaluations let agent’s see their interactions from an outside, objective perspective – leading to real lightbulb moments.

Give agents more voice

Automated dispute workflows ensure agents that it’s OK to have an opinion about their quality scores – and the contact center as a whole.

Turn feedback into results

Evaluations are great, but our native, unified coaching packages enable effective development that really moves the needle.

Transform idle time into training time

Reclaim lost time in between interactions for agent training with access to all QM capabilities via their unified agent interface.

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OneSource Virtual boosts efficiency

Learn how CXone Quality Management helps OneSource Virtual eliminate manual processes and increase quality scores by 25%.

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Webinars

Coach and engage remote agents

Hear best practice tips on how to coach and engage your agents- no matter where they are.

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Datasheets

Unlock your team’s potential

A comprehensive engagement strategy is critical to contact center success. See how CXone Workforce Engagement can help.

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