What are Agent Self-Evaluations?

Agent self-evaluations or self-assessments are a quality management activity in which agents evaluate and score their own interactions using the same evaluation form that another evaluator would use. Self-assessments encourage employees to review and improve their own performance and can create real “aha” moments for agents. When they actually listen to themselves interact with the customer, they can better understand where both their evaluators and their customers are coming from with their feedback. We recommend having agents complete at minimum one self-evaluation per month.

Quality management software can make it easy to route self-evaluations to agents, delivering it to them with the appropriate form right in the same agent interface they use to handle customer interactions.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.