Intro Paragraphs:
NICE Quality Management enables contact centres to deliver a consistently satisfying customer experience through the implementation of multifaceted quality programmes that work for agents, supervisors, evaluators and managers alike.
Intro Sub Paragraph:
With flexible recording rules and powerful query capabilities, it enables relevant customer interactions to be captured and evaluated giving fair, accurate and empowering insight into agent performance.
Advanced query tools, with automated scoring, graphic visualisation and a wide range of search criteria including data generated from speech analytics, desktop analytics and customer feedback, make it easy to select calls to evaluate. It enables managers to quickly identify urgent quality issues such as agent knowledge gaps, process inefficiencies or sales ineffectiveness and take immediate action.
NICE Quality Management streamlines the quality evaluation and calibration process with wizard-driven and pre-filled forms. Integrated calibration tools enable quality specialists to create a standard reference for assessment and ensure that evaluations are accurate and objective.
A fully integrated coaching module enables managers and trainers to create coaching packages directly from interactions and link related data such as the call itself, evaluations, customer feedback, recorded clips or related external files. Coaching sessions can be automatically scheduled via NICE IEX Workforce Management.
Key Features:
- Integrated coaching system for rapid agent feedback and communication.
- Integrated calibration tools for consistent evaluation staff scoring.
- Location-free replay and evaluation for centralised and decentralised operations.
- Multi-tenancy support for outsourcing businesses.
- Wizard-driven forms development for easy support of all evaluation types.
Benefits Title:
SOLUTION BENEFITS
Benefits Text:
Aligns quality monitoring workflows with business goals and KPIs
Identifies agent knowledge gaps, process inefficiencies or sales ineffectiveness
Drives desirable agent behaviour at individual, group and enterprise levels
Provides timely feedback and tailored online coaching for agents
Improves evaluation team productivity and fairness
Ensures consistent service across sites and home-based agents
Aligns business processes with customer expectations
Extends quality management benefits to the back office
Enhances customer feedback and interaction analytics results