Quality Management

Quality Management

 

From Agent-Centric to Business-Focused Performance Optimization

Call center quality management systems have evolved over the years, increasing the efficiency and effectiveness of monitoring and managing agent performance. But most quality management systems today still focus on individual agent performance, neglecting the bigger picture: overall business quality. Now, quality management is advancing. A higher standard infuses the performance improvement process with innovative analytics capabilities, going beyond individual agent performance to optimizing quality at the business level. NICE Quality Optimization is the next evolution in quality management.

 

NICE Quality Optimization provides call centers with effective tools to link quality management to business objectives. Among itsevolutionary capabilities, the system can:

 

  • Automatically track telephony-based KPIs such as average handle time
  • Automatically track analytics-based KPIs such as customer satisfaction
  • Identify agents and teams that contribute to breaches in KPI objectives
  • Drill down to interactions that contribute to missed KPI targets
  • Provide an integrated quality process workflow