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.
NICE CXone Recording datasheet
NICE CXone Recording provides secure, full-featured voice and screen recording for audio and digital channels to satisfy contact center compliance and quality needs. Adhere to compliance regulations with capabilities to meet GDPR, PCI and HIPPA standards, including encryption, automated and on-demand masking, consent-based recording, extensive retention options, and Key Management. Store per business-specific needs with flexible lifecycle management, including AWS active and long-term storage options, ability to “bring your own” AWS storage, and ability to extract from CXone storage for external use. Contact center leaders can also easily search, retrieve, and monitor recordings via intuitive, unified search interface.
NICE CXone Workforce Management
Among your contact center resources, your agents are the most critical. They interact with and deliver services to customers, thus directly affecting customer satisfaction and loyalty. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center. Utilizing our workforce optimization technologies developed with Artificial Intelligence at the core and leveraging advanced statistical and mathematical optimization, NICE CXone Workforce Management answers the industry’s need and delivers breakthrough performance improvements.
Call center metrics: CXone Performance Management
CXone Performance Management inspires employees to own performance and align with organizational goals by providing transparency and continuous feedback in a social environment. Report “one view of the truth” via customizable KPIs and dashboards aggregated from disparate sources to drive continuous improvement and a high-performance culture. Elevate agent performance with real-time, personalized insights, provide a creative outlet through engaging gamification and wallboards, and motivate with prizes in a customizable virtual storefront. Increase supervisor efficiency and enable focus on high-value activities by automatically creating and sharing performance scorecards. Improve the customer experience by uniting the organization behind transparent CX goals.