Quality Monitoring
NICE SmartCenter™ Quality Management
NICE Smartcenter Quality Management is a fully scalable solution which can support multiple sites and delivers the capability to implement multi-faceted quality programmes.
NICE SmartCenter™ Quality Management
NICE Smartcenter Quality Management is a fully scalable solution which can support multiple sites and delivers the capability to implement multi-faceted quality programmes designed to suit the needs of agents, supervisors, evaluators and managers.
Incorporating flexible recording rules and powerful query capabilities, calls can be captured and evaluated with accuracy whilst providing insight into agent performance.
Key Features
- Automated scoring and graphic visualisation - highlights those calls which may reveal urgent issues, leading to speedier resolution
- NICE Smartcenter portal – allows agents to access their own evaluations, listen to their calls, conduct self-evaluations and compare them to quality results to reveal gaps between agent and evaluator perception
- Online coaching tools – coaching packages can be quickly assembled with voice and text comments and can also incorporate attachments like call clips, evaluations, reports and documents providing individualized learning sessions
- Extensive query capabilities – ensure quick and easy to locate calls for evaluation
- Wizard-driven forms designer – provides simple to create, finely tuned forms
- Out of the box reports – provides best practice, easy to retrieve and distribute information
- Automated workflows – improves efficiency of quality management process
- Multi-tenancy – support for outsourcing businesses
Key Benefits
- Provides evaluator consistency – scoring the same interaction across evaluators and automatically comparing results for calibration
- Automation of time devouring tasks – to free up supervisory staff time to focus on quality programme
- Easy access to team and individual performance information – shows supervisors exactly where their attention will provide most benefit
- Advanced precision monitoring techniques – allows supervisors to enhance traditional random monitoring results with focused selection of calls for review
- Multi-site support – calls and evaluation results can be reviewed and accessed at any location regardless of where recorded and the communication medium used
- Packaging and exportation of results – can be provided without granting individual access to NICE Smartcenter
- Ability to integrate NICE Smartcenter Customer Feedback – quality scores can be compared to survey scores and trends and correlations examined to ensure quality processes are aligned with customer views
NICE Smartcenter provides powerful quality management, ensuring consistently satisfying customer experiences whilst improving business performance.
