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Specifically designed for smaller contact centers, NiceAdvantage is a single-server, cost-effective quality management solution for monitoring and improving customer experiences and developing more skillful, productive agents.
The ability to create and keep loyal customers is the true test of any contact center. With NiceAdvantage, you can give your contact center the edge - and jump-start your QM program today.
Benefits:
- Automatically record interactions with pre-defined schedules - define schedules by type of call or e-mail, DNIS or other CTI category.
- Monitor and record interactions in real time - from a single screen, view agents' work status and monitor or begin recording at any point in the call.
- Play back synchronized voice and screen activity to assess agent data entry and system navigation skills.
- Focus on the important elements for your quality management program with customizable evaluation forms.
- Web clients allow easy access to agent evaluations from any desktop.
- Automatic linking of evaluations and recordings make for easy review with agents.
- Locate recordings and evaluations quickly and easily using more than 50 search criteria.
- Compare evaluations across different evaluators utilizing built-in calibration tools to ensure a fair and consistent quality program.
- Pinpoint agents' strengths, identify areas for improvement and define training objectives using on-line quality reports and graphs.
For more details please click here
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