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NICE Quality Management

NICE Quality Management is a fully scalable call quality monitoring solution supporting 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.

  • 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 Quality Management


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