Use quality monitoring & management software to align customer expectations and agent performance
NICE inContact CXone Quality Management Pro 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 modernised 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 organised 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 synchronisation issues
- Minimise setup and configuration
- Play back calls and desktop recordings
your customer experience goals?