What is a Quality Management Dispute?

Quality management dispute is a quality management process that allows agents to dispute or contest a score they’ve received on a quality evaluation and explain where they disagree. A dispute should then trigger additional review from the evaluator and supervisor, and an alignment conversation with the agent to either change (or keep) the score. Agents should know that they are permitted, and even encouraged, to dispute scores. A dispute process is critical to agent engagement and driving the perception of fairness and equity. Good quality management software provides an automatic workflow for agents to dispute the score and explain where they disagree.

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.