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NICE inContact CXone Quality Management improves the customer experience

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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.