Better together: Quality, analytics, and automation

Overview

Integrating interaction analytics into your quality model may require a recalibration of internal processes, but the benefits are clear and immediate:

• Significant time saved on evaluation, freeing leadership to focus on improvement strategies.
• Unbiased, transparent quality scoring, motivating agents to improve their KPIs.
• Consistent compliance tracking thanks to automated analysis and evaluations. y Targeted selection of interactions to evaluate in line with business objectives.
• Identification of customer satisfaction trends to help target coaching and self-evaluation

With CXone Mpower Quality Management Advanced (QMA) and Interaction Analytics (IA), incorporating Enlighten AI, you can create a consistent world where all your interactions turn into quality insights. Agent performance and engagement will quickly improve, which in turn drives customer satisfaction and the attainment of business goals.