Webinars

The Perfect Pair: Quality & Analytics in your Contact Center

Overview

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 CXone experts will address both analytics and QM, and how they’re coupled together. Learn about Quality Management and then experience a demonstration of NICE CXone Quality Management Analytics. You’ll learn how incorporating analytics into your QM process can result in more efficiency and a stronger customer experience.

Datasheets

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.

Datasheets

NICE Quality Management Analytics

Now you can evaluate every agent and interaction with pinpoint accuracy.

Datasheets

Unlock your team’s potential

NICE CXone Workforce Engagement (WEM) unlocks your team’s potential by providing tools to inspire employee self-improvement, amplify quality to enhance customer experience, reduce labour waste, and ensure regulatory compliance. Patented technology powers the industry’s most intelligent forecasting, fosters employee ownership and accountability, and gives agents one experience across a cloud platform. As a natively developed suite, CXone WEM unifies workforce management, quality management, performance management and recording to deliver a better experience for agents, supervisors, and customers. With reduced effort and increased flexibility, you can achieve an optimal balance between operational efficiency and a superior customer service.