Call Center Quality Monitoring Software
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.
- Custom evaluation forms
- Play back calls and screen recordings
- Ensure consistent call scoring
- Find the best interactions
- Let agents critique themselves
- Easy access to feedback
- Create a library of best practices
- Develop arbitration workflows
- Identify customer pain points
- Speech analytics and customer surveys
- Reduce process failures
- Eliminate synchronization issues
- Minimize setup and configuration
- Play back calls and desktop recordings
your customer experience goals?