CXone
Quality Management
Align customer expectations
and agent performance
NICE inContact CXone Quality Management is an easy-to-use, full featured 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
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 synschronization issues
- Minimize setup and configuration
- Play back calls and desktop recordings
Related Resources
Watch
What is Quality Management?
Quality Management 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.
Related Products
Workforce
Management
Benefit from a
variety of forecasting
options to meet your
business needs.
Performance
Management
Inspire employees to
self-improve and align
with organizational goals.
Surveys
Increase customer satisfaction
with actionable
customer feedback.
Ready to transform the way you achieve
your customer experience goals?
NICE inContact makes it easy and affordable for organizations around the globe to provide exceptional customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, combining best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.