• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Purpose-built AI for CX

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • Workflow Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Summary

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Industries

      By Industry

      Industry focused solutions built to elevate experiences in the moments that matter most.

      View all

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • View all Industries

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Services
        • Explore all Services

        Professional Services

        • Professional Services

          Industry-leading expertise, tools and know-how

        • Implementation Partners

          NICE-certified implementation partners

        • Business Consulting

          Your partner for successful transformation

        Training

        • Contact Center Training

          Tailored education delivered by CX experts

        Support & Assistance

        • Customer Support

          Global support you can depend on

        Make the smartest buying decision with the latest Gartner analysis

        NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.

        Get report

      • Resources

          Knowledge Base

          • All Resources

            Whitepapers, datasheets, demos and more

          • Analyst Perspectives

            Contact center reports from third party analysis

          • Terms Glossary

            Detailed descriptions of industry-related terms

          • FAQs

            Contact center focused frequently asked questions

          • Guides

            Expert insights for superior CX

          Learning & Insights

          • On-Demand Webinars

            Browse our extensive webinar catalog

          • Interactive Product Tours

            Explore the complete platform with our self-guided demos

          • Blog

            CX industry guidance by contact center experts

          • Why NiCE? Video Series

            Step Inside The Room Where It Happened to see CX AI in action

          Community

          • Events

            Upcoming events and webinars

          • Customer Stories

            Our customer's success is paramount. Read case studies about real CX transformation

          • NiCE Clubs

            Collaborate, learn, and share best practices for customer service excellence

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

        • Company

            Company

            • About Us

              Powering seamless cloud experiences

            • Investors

              Investors relations, reports and filings

            • Global Offices

              Interactive map of locations worldwide

            • Careers

              View job openings and learn about our culture

            • NiCE Leadership

              Meet our global leadership and executive team

            News & Media

            • Events

              Upcoming events and webinars

            • Press Releases

              Find the latest updates from NiCE

            • Media Center

              Media contacts and resources

            Corporate Governance

            • NiCE Trust Center

              Securing your trust with every interaction

            • Market Leadership

              Discover why NiCE is the market leader

            • Corporate Responsibility

              In a world where you can be anything, be NiCE

            Meet NiCE Cognigy

            Together, CXone Mpower and Cognigy AI enable organizations to accelerate AI adoption and scale it seamlessly across every customer experience.

            See what’s possible

            • ENLanguages
              • English
              • Deutsch
              • Français
              • 日本
              • 简体中文
              • العربية
              • 한국
              • Español
            • Get Started
              • Login
              • Status
              • Support
              • Partners
              • Pricing
              • Careers
            • Home
            • Customer Experience (CX) and Contact Center Library
            • Best practices for quality monitoring
            Icon imageRequest a demo
            Request a quote

            Company

            • About Us
            • Careers
            • Global Leadership
            • Media Center
            • Investors
            • Awards
            • Global Office Locations
            • Contact Us
            • CCaaS
            • Customer Experience
            • NiCE Public Safety
            • NiCE Actimize
            • NiCE RPA

            Partners

            • NiCE Partners Overview
            • Developer Partners (DEVone)
            • CXone Mpower Partner Portal
            • NiCE Help Partner Portal
            • NiCE User Group

            Customer Support

            • Customer Support Overview
            • CXone Mpower Support Login
            • NiCE Customer Support
            © 2025 NiCE
            • Terms of Use
            • Site Map
            • Privacy Policy
            • Legal
            • Cookies Settings
            • Accessibility

            Stay Connected

            © 2025 NiCE

            Best practices for quality monitoring

            Quality Monitoring (QM)

            As businesses increasingly differentiate themselves based on customer experience, quality management becomes an important measure to ensure contact center touchpoints with customers are consistent with the brand promise. By aligning agent performance and customer expectations, quality monitoring software allows contact centers to capture and review customer interactions, ensuring they deliver an outstanding customer experience.

            Before you implement or update your quality monitoring program, be sure you’re following these best practices.

            1. Create unique evaluation forms for your business

            While it’s easy to create a one-size-fits-all call scorecard for your entire organization, customer expectations, company objectives, and success metrics often vary by program and channel. Therefore, one best practice for call quality monitoring is to develop unique evaluation forms for major relevant scenarios.

            For example, you’ll likely want to evaluate agents using different quality monitoring criteria if they are addressing a first-time customer concern, upselling products, or following up post-purchase. You’ll also want to evaluate agents differently based on channel, like phone call, social media, and chat.

            Agent evaluation forms should include a mix of qualitative and quantitative measures. An agent’s soft skills, like the agent’s politeness, professionalism, and empathy, are common qualitative metrics. And operational objectives, like using the standard greeting, fully resolving the customer’s issues, and cross-selling products, are typical quantitative or objective measures.

            Once you’ve created unique call quality monitoring evaluations based on program and channel, be sure to review your criteria on a regular basis to ensure they remain relevant as customer expectations, business needs, and technologies change.

            Quality Program Mastery: Uncovering Untapped Potential
            Webinars

            Quality Program Mastery: Uncovering Untapped Potential

            Bringing workforce management and quality management together to engage employees and boost CX
            White Papers

            Bringing workforce management and quality management together to engage employees and boost CX

            Strategies for Transforming Your Quality Program Post Pandemic
            Webinars

            Strategies for Transforming Your Quality Program Post Pandemic

            2. Define quality from the customer’s point of view

            As you create scorecards based on a predictable process with defined standards of quality, be sure that you’re defining quality from the customer’s perspective. It will be difficult (if not impossible) to create a loyal customer base who proactively recommends your firm to their friends if there is a disconnect between your measures for success and their expectations.

            For example, it may take a little longer to complete a call or chat when the agent takes the time to build rapport with the customer, show empathy by listening carefully to their concerns, or help them complete a task step-by-step. But because these actions drive customer loyalty and Net Promoter Score, contact centers focused on customer experience make those efforts a priority. However, if the agent scorecard awards points for shorter transaction times, it is at odds with the customer’s expectations of a quality contact center interaction.

            3. Watch for trends and opportunities

            The best modern-day quality monitoring programs allow contact center managers to collect and report on key metrics at the agent, team, or location level. This makes it easy to identify trends, quickly resolving growing issues and seizing active opportunities. Robust reporting and aggregated results help identify specific training needs, keep everyone on the same page and aligned to the metrics that matter, and can even foster friendly competition.

            Plan to evaluate a certain percentage of interactions each month and ensure you have an appropriate sample that represents the collective work of each agent. Because features like speech and text analytics can analyze 100 percent of your company’s interactions with customers, be sure to use this technology to the fullest to enable evaluation across a diverse sample of your call volume.

            Providing your agents with self-evaluations and real-time quality monitoring insight through dashboards makes them more invested, engaged, and open to input. Complete the circle by providing feedback using a coaching approach with an emphasis on working together to ensure each agent and team meets their goals.

            4. The best technology by itself is not enough

            Just like the telephones and computers your agents use to help customers, world-class quality monitoring and management software is simply another technological tool. Although it can help lead to high quality results at your contact center, success requires more effort than simply installing an application or program.

            Ensure your contact center is set up for success by investing in the training and development your agents need to deliver a positive experience that delights your customers and has them singing your organization’s praises.

            5. Regularly review (and fine-tune) your approach

            Ensuring all evaluators are using a consistent approach to rate interactions is an important part of a quality monitoring program. While quantitative metrics are usually black and white, qualitative metrics are subjective based on each appraiser’s perspective. To calibrate your program, have all assessors rate the same call. If you see a wide range of scores for a specific metric, dig in more deeply. Close the gap by understanding each evaluator’s perspective, setting clearer expectations, and providing additional training.

            Unlock Superior Quality Monitoring

            Discover the future of quality monitoring! Gain insights, optimize your operations, and elevate customer satisfaction today.

            Watch demo now

            Contact us

            If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.