You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using quality management analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient.
Incorporating analytics into your quality program empowers you to provide fairer, more targeted agent feedback. And you can do it faster and with more specificity when you can pinpoint specific interactions to evaluate. This means fewer – but higher quality- evaluations. Tools like NICE inContact CXone Quality Management (QM) Analytics Pro allow you to leverage both out of the box and custom criteria to find specific interactions with a desired customer or agent sentiment, where certain words or phrases were used, and much more.
Imagine that your company just launched a new product or program. In the week following the launch, you want to evaluate a couple of interactions to hear what customers are saying about it, ensure that agents are using the right messaging and identify gaps in agent knowledge related to the product/program for process improvement. With QM Analytics Pro, you could create a custom category in minutes with the specific words and phrases associated with the product/program and have those interactions routed to a quality plan for evaluation. How much more efficient and effective would this capability make your current process?
If any of these situations hit close to home, you should consider incorporating analytics into your quality program:
- Your evaluators know the type of interaction they want to evaluate – but like Goldilocks, they tediously listen to multiple call recordings before they find the “right” one.
“This one is too short, this one is too long, this one is just right!”
- Your evaluators want to review interactions where a specific topic was discussed but must sift through hundreds before finding one where it was mentioned.
- Your voice of the customer surveys indicate that customers are having negative customer service experiences, but you can’t seem to find those negative interactions to evaluate to coach and correct.
- Your agents feel that QM processes work against them, and grumble that their QM evaluations and scores only capture an isolated picture of their overall performance – “My QM score this month was based on ONE bad call… what about all the great ones I’ve had?!”
- Your current system requires weeks to onboard and train new evaluators on how to find evaluations, create new forms, and be effective.
- Your evaluators listen to a call recording, and then fill out a Word or Excel form to send to the call center agent with feedback.