You may be familiar with quality management (QM), and your contact center might have a quality program in place today. But you’re still not getting the results you desire. So, what’s all the hype about using analytics to drive quality activities, and how can this help you?
In this webinar, NICE inContact experts will address both analytics and QM, and how they’re coupled together. Learn about Quality Management and then experience a demonstration of NICE inContact CXone Quality Management Analytics. You’ll learn how incorporating analytics into your QM process can result in more efficiency and a stronger customer experience.
CXone Quality Management Pro (Datasheet)
CXone Quality Management is an easy-to-use, full featured offering with agent-centric features that enable operations to improve the customer experience, agent experience, and internal processes. Screen and call recording, agent self-evaluations, automated 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 data you need, though, without overwhelming your Quality Management team and while still ensuring agents are coached regularly. CXone Quality Management helps you analyze your customers’ experiences and identify where they can be improved upon with an easy-to-use evaluation and review solution.
NICE inContact Quality Management Analytics
Now you can evaluate every agent and interaction with pinpoint accuracy.