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Overview NICE Quality Management

  • Gain visibility with Quality Planner into quality management tasks making it easy to manage workload and track progress
  • The Patented Quality Planner gives visibility into quality management tasks making it easy to manage workload and track progress
  • Transparently see what's happening on an agent's desktop during an interaction and use those insights to enhance quality plans
  • Identify problems with dashboards customized to your needs and KPIs
  • Perform root cause analysis to uncover hidden performance opportunities, business insights, trends and root causes

Quality can be a strategic force in your organization when you focus the attention on the right customer interactions and service metrics. NICE Quality Management helps you monitor call center performance, drive measureable improvement, save money and provide executives with valuable business insight. NICE unlocks the potential of your quality program. It enables you to monitor measure and improve agent performance by focusing on the interactions which are driving cost and impacting your business. Providing you with an end-to-end quality process, NICE Quality Management selects the meaningful interactions for evaluation based on data gathered from your agent's desktop activity, or based on what was said in the interaction.

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Details

  • Tap into the Potential of your Employees

    All-star contact centers know the power of engaged employees. The only way to keep employees engaged over the long haul is through motivation. NICE Quality Management motivates employees through targeted agent training to address knowledge gaps, agent empowerment tools for calibration, self - ​assessment, disputes, etc, driving behaviors that contribute to missed KPI targets and identify best practices

  • Reduce your effort while Improving Quality

    Identify the contact types with the greatest impact on KPIs and auto-deliver them to evaluators. Perform Call Centre Monitoring by Automatically tracking KPIs such as average handle time, first contact resolution, call transfers, and customer satisfaction​

  • Gain a Clear Picture of your Quality

    NICE Quality Management provides customizable dashboards, KPIs and notifications for improvement while also providing the ability to drill down to interactions missing or meeting KPI targets

  • Agent Desktop Tagging

    Identify and classify interactions based on an agent’s natural workflows. By tagging these and other interactions automatically, you are able to use them in quality, coaching and other business processes; you can even set different retention periods for the associated recordings

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