Call Center Quality Monitoring Software
CXone Quality ManagementGet Quote
Use quality monitoring & management software to align customer expectations and agent performance
NICE inContact CXone Quality Management is an easy-to-use, full featured quality monitoring solution; enabling operations to improve the customer and agent experience. With an agent-centric approach, this offering includes screen and call recording, agent self-evaluations, automated feedback and work flows – all creating an effective balance between operational requirements and agent empowerment.
Evaluate more interactions per agent with less effort
Achieve your NPS, CSAT, CES and other key quality objectives
Increase agents' ownership and engagement
Reduce administration and maintenance efforts
Improve the customer experience by gaining a complete understanding of their journey
Industry-leading quality management software
Improve the customer experience
Understand your customers’ experiences and where they can be improved with an easy-to -use evaluation and review process.
- Custom evaluation forms
- Play back calls and screen recordings
- Ensure consistent call scoring
- Find the best interactions
Improve the agent experience
Happy agents create happy customers, and engaged agents reduce attrition.
- Let agents critique themselves
- Easy access to feedback
- Create a library of best practices
- Develop arbitration workflows
Ensure processes work
Improve both operational results and the customer experience by identifying where faulty processes are getting in the way.
- Identify customer pain points
- Speech analytics and customer surveys
- Reduce process failures
Manage everything in one place
Reduce administration and maintenance efforts and improve reliability with an all-in-one solution.
- Eliminate synschronization issues
- Minimize setup and configuration
- Play back calls and desktop recordings
What is Call Center Quality Monitoring?
Quality Monitoring Software enables organizations to review and capture customer interactions and coach their team upon areas to improve. Modern Quality Management solutions focus on the agent experience and engagement to ensure they are a focal point of the quality management process. Key features should include; customizable evaluation forms, an agent self-evaluation process, evaluation processes for all channels, and the ability to review a screen recording of the agents’ desktop during their customer interaction. A complete solution will be integrated with all components of the Workforce Optimization suite such as Workforce Management, Performance Management and Customer Feedback Surveys.