CX Quality Monitoring & Analytics: Identifying Customer Experience Blind Spots
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Fast track your quality program. No army of experts required.
NICE inContact CXone Quality Management Analytics is an omnichannel, quality management product that delivers a better customer experience through targeted agent feedback. QM Analytics enables organizations to leverage automatic, granular analysis and categorization to more effectively pinpoint and evaluate interactions, keeping agents on message and out of trouble.
As a unified component of the CXone platform, Quality Management Analytics simplifies management, analyzing each interaction based on category, sentiment, and user-defined keywords/phrases, delivering sophisticated analytical capabilities without an army of experts. These capabilities, coupled with simplified dashboards, fast tracks your quality program with fairer agent feedback in fewer evaluations.
Identify
Identify quality trends before they negatively impact your customers
Evaluate
Evaluate the right interactions the first time using incorporated analytics
Unlock
Unlock interaction content and sentiment insights to drive quality improvements
Engage
Engage agents with meaningful and targeted feedback
Achieve
Achieve your NPS, CSAT and other customer experience objectives
Keep agents on message and out of trouble
Ensure agents follow interaction engagement requirements and maintain compliance.
- Effortlessly quantify key word/phrase usage
- Execute more targeted evaluation plans
- Easily identify and correct compliance issues
Deliver a better and more consistent customer experience
Deliver a better and more consistent customer experience
- Achieve your NPS, CSAT and other customer experience objectives
- Immediately identify and address agent behavior trends
- Reduce negative customer experiences
Fast-track your quality program
Faster feedback. Fewer evaluations.
- Get better feedback
- Gain analytics insights
- Immediately identify trends
- Reduce supervisor effort
Engage agents with fair feedback
Empower agent development and improve skill proficiency through fair and tangible feedback.
- Gain a balanced perspective of agent performance
- Increase personal ownership and engagement
- Engage your agents, get happier customers
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.
