About the Webcast
You may be familiar with quality management (QM), and your
contact center might have a quality program in place today. But what if you’re
still not getting the results you desire? What’s all the hype about using analytics to drive
quality activities, and how can this help you?
Analytics allow you to examine every interaction, identify
outcomes and evaluate the overall experience. Quality Management Analytics
leverages insights to make your quality program more precise and efficient.
Do any of these sound like your contact center?
- Your evaluators know the type and length of interaction they
want to evaluate — but like Goldilocks, they tediously listen to multiple call
recordings to find the “right” one.
- Your evaluators want to review interactions on a specific
topic but must sift through hundreds to find the right type.
- Your consumer surveys indicate unhappy customers, but your
QM evaluations don’t reflect this.
- Your agents feel QM processes work against them.
Did you answer “yes” to any of the above? Are you curious
how analytics can impact your quality management? During this webcast we address
both analytics and QM, and how they’re coupled together. Engage in a live
discussion on QM. Then, experience a demonstration of NICE inContact CXone
Quality Management Analytics. You’ll learn how incorporating analytics into
your QM process can result in more efficiency and a stronger customer