Improve omnichannel customer experience with NICE inContact CXone Quality Management Analytics
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Use quality monitoring & management software to align customer expectations and agent performance
NICE inContact CXone Quality Management provides agent-centric evaluation and coaching workflows to improve customer experience and reduce evaluator effort within an intuitive, unified interface. Directly upscale agent performance and strike an effective balance between operational requirements and agent empowerment, while simplifying the execution of the quality process.
Make evaluators’ lives easier with automated delivery of interactions, simplified dashboards, and a modernized custom form manager with searchable question bank and drag-and-drop design. Empower improvement with the tools to coach agents and engage them in the quality process with dispute workflows and organized calibration.
Evaluate
Evaluate more interactions
per agent with
less effort
Achieve
Achieve your NPS,
CSAT, CES and other
key quality
objectives
Increase
Increase agents'
ownership and
engagement
Reduce
Reduce administration
and maintenance
efforts
Improve
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 synchronization issues
- Minimize setup and configuration
- Play back calls and desktop recordings
What our customers say
"With CXone Quality Management, everyone is using the same system which has positively impacted productivity. It’s much easier to locate specific calls, and we can more easily compare quality results across locations."
Doug Klees
Head of Customer Care
MoneyGram International
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 Engagement and Optimization suite such as Workforce Management, Performance Management and Customer Feedback Surveys.
