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Use quality monitoring & management software to align customer expectations and agent performance
NICE inContact CXone Quality Management is an easy-to-use, full featured solution; enabling operations to improve the customer and agent experience. With an agent-centric approach, this offering includes screen and call recording, agent self-evaluations, automated feedback and work flows – all creating an effective balance between operational requirements and agent empowerment.
Evaluate more interactions
per agent with
Achieve your NPS,
CSAT, CES and other
Improve the customer
experience by gaining a
complete understanding of
Industry-leading quality management software
Improve the customer experience
Understand your customers’ experiences and where they can be improved with an easy-to -use evaluation and review process.
Improve the agent experience
Happy agents create happy customers, and engaged agents reduce attrition.
Ensure processes work
Improve both operational results and the customer experience by identifying where faulty processes are getting in the way.
Manage everything in one place
Reduce administration and maintenance efforts and improve reliability with an all-in-one solution.
What is Call Center Quality Monitoring?
Quality Monitoring Software enables organizations to review and capture customer interactions and coach their team upon areas to improve. Modern Quality Management solutions focus on the agent experience and engagement to ensure they are a focal point of the quality management process. Key features should include; customizable evaluation forms, an agent self-evaluation process, evaluation processes for all channels, and the ability to review a screen recording of the agents’ desktop during their customer interaction. A complete solution will be integrated with all components of the Workforce Optimization suite such as Workforce Management, Performance Management and Customer Feedback Surveys.