Today’s consumer demands a perfect experience, every time. Randomly monitoring calls is not good enough anymore, but supervisors don’t have the time or resources to ensure agents truly understand what a great CX looks like. 75% of contact center leaders are not very satisfied with their QM programs. And it’s no wonder. With small sample sizes, and 2 in 5 contact centers still using manual quality processes… there’s got to be a better way!
Enter NICE CXone Quality Management. With AI powered quality, supervisors and evaluators have intelligent tools to take CX to the next level – and ensure agents know how to deliver it.
NICE Quality Management Analytics
Now you can evaluate every agent and interaction with pinpoint accuracy.