NICE CXone QM will provide your organization with the following capabilities:
Simple, Intuitive Form Builder – Drag-and-drop form builder allows you to create customized evaluation or coaching forms.
Automate Workflows – Randomized or business-driven interaction selection can be used in quality plans. Automate alerts and distribution of work for evaluations, disputes, calibrations and coaching.
Effective Coaching Tools – Deliver coaching based on a single interaction or on trends that will affect business-driven KPIs. Easily distribute materials, including links to knowledge-bases, videos and best practices.
Powerful Dashboards – Motivate agents by providing insight into personal and group performance with dashboards. Supervisors can compare scores, view long-term trends, distribute workload and easily determine whether evaluators are on track for meeting their agent's or group’s targets.
Realize an Immediate Return – Achieve lower total cost of ownership with continuous delivery of new functionality without having to perform upgrades.
Gain Greater Visibility – Fully leverage the CXone WFO suite and gain greater visibility into agent scheduling adherence and insight into performance trends.
A Quality Management Solution Designed with the User Experience in Mind:
Implementation in mere minutes.
An easy, intuitive user interface designed to minimize training requirements.
Continuous delivery of features and benefits.
No need to install and maintain hardware or software.