Quality Monitoring

Submitted by Anonymous on Wed, 06/16/2010 - 10:14
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Holistic Quality Management to Deliver Results 

Call center goals— delivering a satisfying customer experience, increasing sales and cutting costs— are often at odds. But you can positively impact all key performance indicators (KPIs) at once by running an effective call center quality monitoring program.

NICE Quality Management, part of the NICE SmartCenter suite, is built on the premise that better quality means better results. It ensures that quality infuses all operations and shines through in highly professional staff and exceptional customer service. Meeting your goals starts with call center quality monitoring from NICE.

NICE Quality Management provides businesses of all sizes with powerful capabilities to drive customer satisfaction, improve agent effectiveness and optimize call center processes.
 
This call center quality monitoring software provides flexible recording rules, automatic monitoring of KPI targets, real-time alerts and root cause analysis tools, enabling your organization to track performance in real time. Advanced query tools, with automated scoring, graphic visualization 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. That way, managers can quickly identify urgent quality issues such as agent knowledge gaps, process inefficiencies or sales ineffectiveness, and take corrective 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.
NICE’s call center quality monitoring enables your organization to:
 
  • Align quality monitoring workflows with business goals and KPIs
  • Select calls for evaluation according to business priorities
  • Quickly identify and address agent knowledge gaps, process

          inefficiencies or sales ineffectiveness

  • Drive desirable agent behavior at individual, group and enterprise levels
  • Enhance agent confidence in the call center quality management process
  • Provide timely feedback and online coaching tailored to agents
  • Improve evaluation team productivity and fairness
  • Ensure consistent service across sites and home-based agents
  • Extend quality management benefits to the back office
NICE Quality Management delivers best-of-breed call center quality monitoring through:
 
  • Out-of-the-box KPIs
  • Wizard-driven quality evaluation forms and reporting
  • Integrated calibration tools for consistent staff scoring
  • Location-free replay and evaluation to handle centralized and decentralized operations
  • Multi-tenancy support for businesses requiring data segregation (e.g., outsourced call centers)
  • Flexible choice between random evaluation or by specified business priorities
  • Integrated agent coaching for prompt feedback and communication
  • Central portal with access to call recordings, agent evaluations and coaching packages