Analytics-Powered Quality Management for Call Centres
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 organisations to leverage automatic, granular analysis and categorisation 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 Pro simplifies management, analysing 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.
- Effortlessly quantify key word/phrase usage
- Execute more targeted evaluation plans
- Easily identify and correct compliance issues
- Achieve your NPS, CSAT and other customer experience objectives
- Immediately identify and address agent behavior trends
- Reduce negative customer experiences
- Get better feedback
- Gain analytics insights
- Immediately identify trends
- Reduce supervisor effort
- Gain a balanced perspective of agent performance
- Increase personal ownership and engagement
- Engage your agents, get happier customers
your customer experience goals?