Case Study: The College of Health Care Professions
(CHCP)

Challenge

With a mission to maintain service excellence and deliver fast-track coaching, CHCP’s Quality Assurance team supports four departments and over 160 agents. However, their QA processes— including those for producing daily and monthly evaluation reports to keep supervisors informed about agent performance—were largely manual and inefficient.

The QM team became a bottleneck for managers who required real-time evaluation insights, especially during coaching sessions or to provide context when agents appealed their scores. They needed a way to streamline insight delivery, cut manual workload, and increase manager autonomy, without compromising quality.

“CXone Quality Management Evaluation Summary didn’t just save us time, it brought our managers into the QA process like never before. That was our real ‘aha’ moment.”

Hang Nguyen

Quality Assurance Operations Manager
CHCP

Solution

By implementing CXone Quality Management Evaluation Summary, CHCP transformed the way evaluations are accessed and utilized. With AI-generated summaries, managers now instantly receive a clear, neutral recap of agent performance, eliminating the need to dig through forms, comments, or recordings.