Quality Management

Submitted by admin on Tue, 07/27/2010 - 13:44
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Affordable Quality Management for Smaller Call Centers

Delivering a compelling customer experience often requires companies to enact or improve quality management initiatives in their call centers. But for smaller companies, QM may require a greater relative IT investment than for their larger counterparts. Can they afford the tools to fuel a meaningful quality push? Absolutely.
 

NICE Quality eXpress delivers quality management for small and medium call centers (SMCCs). With the functionality of an enterprise system, it’s built on a scale— and budget— that’s just right for SMCCs.

NICE Quality eXpress is an enterprise-grade call recording and quality management system specifically designed for back offices, branches, trading floors, and small and medium-sized call centers. It affords SMCCs best-in-class capabilities to:
 
  • Record customer calls in individual offices or throughout branch offices
  • Record agent screen activity and link it to relevant customer interactions
  • Create and conduct robust agent evaluations with forms containing multiple scored sections and question types
  • Generate and view reports on agent and group quality history and scorecards
 
What makes NICE Quality eXpress so cost-effective?
 
  • An all-in-one, single-box solution
  • Deploys quickly and easily
  • Operates on a standard commercial server
  • Can be maintained either locally or at a remote data center
  • Supports VoIP, TDM and screen recording
NICE Quality eXpress provides quality management capabilities tailored to the unique needs of small and medium call centers enabling them to:
  
  • Drive desirable agent behavior at both individual and group levels
  • Provide tailored, timely feedback and online coaching to agents
  • Improve the productivity of agents and supervisors
  • Align business processes with customer expectations
  • Adhere to regulations and internal policies
The easy-to-install, one-box NICE Quality eXpress features non-proprietary architecture and works on a standard commercial server. It offers small to medium call centers call recording and quality management underpinned by these enterprise-grade capabilities:
 
  • All-in-one quality application to monitor the interaction while evaluating agent performance on the same screen
  • Support for TDM, VoIP and hybrid telephony environments
  • Call metadata capture via on-board computer telephony integration (CTI) and line signaling (D-channel)
  • Centralized configuration, storage and monitoring
  • Support for multiple languages