Intro Paragraphs:
NICE Quality Optimisation is a complete business-driven solution that comprehensively and cost-effectively aligns the quality management process with both your customers’ experience and your organisation’s business objectives. Built-in, out-of-the-box KPIs, enable you to monitor performance on metrics that reflect business goals and challenges.
Intro Sub Paragraph:
Organisations can maximise the value gained from quality management processes by integrating automatic performance management capabilities into the quality assurance process.
NICE Quality Optimisation provides business-centric contact centre quality management. It uses Interaction Analytics to analyse all customer interactions and measure key performance indicators (KPIs) that support overall organisational business objectives. These KPIs can be derived from telephony-based metrics such as average handle time, hold time and call transfers, as well as from speech analytics measures such as customer dissatisfaction and first contact resolution.
NICE Quality Optimisation enables contact centres to quickly identify problems using customised dashboards that track business KPIs. Organisations can quickly uncover the issues and agents that contribute to low quality scores enabling them to take appropriate action such as targeted agent training to address knowledge gaps. Ongoing monitoring will verify whether the problems have been resolved ensuring ongoing quality management.
Key Features:
- Automatically track telephony-based KPIs such as average handle time.
- Automatically track analytics-based KPIs such as customer satisfaction.
- Identify agents and teams that contribute to breaches in KPI objectives.
- Drill down to interactions that contribute to missed KPI targets.
- Provide an integrated quality process workflow.
Benefits Title:
SOLUTION BENEFITS
Benefits Text:
Aligns the quality process with organisational business objectives
Increases operational efficiency
Identifies problems in real-time
Concentrates attention on areas needing immediate attention
Improves the customer experience
Optimises agent and business performance