​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Contact Center Quality Management

Tap into the potential of your employees and elevate service quality​

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.

Transparency identifies problems and reveals the fix

NICE Contact Center Quality Management 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. When you can transparently focus on the interactions and metrics that matter most, you can:​

  • 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

​Insight into business impacts​

Do you know which KPIs have the greatest impact on your business? With NICE Call Centre  Quality Management  you can leverage all the data you collect to drive  superior customer experiences. Boost your quality program with insights:

  • Perform root cause analysis to uncover hidden performance opportunities, business insights, trends and root causes
  • 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​

Motiv​​​​ation is the secret sauce to engaged 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 and more
  • Driving behaviors that contribute to missed KPI targets and identify best practices

Elevate the role of quality - put it where it belongs at the center of the customer experience and your organization. Analytics-driven quality management will help you select the right interactions and contacts and highlight relevant insights.​​

NICE User Group Community 

​NICE also hosts the world's largest community of industry professionals. The NICE User Group (NUG) helps members optimize the value of NICE applications in their organizations through sharing of best practices. The group partners with NICE to provide an online environment for members to interact and share knowledge. NUG also works closely with leadership at NICE to influence product and service direction. To learn more about the NICE User Group (NUG), please visit www.niceuser​group.


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