Mastering quality management on digital channels: 7 tips you must know

In today's omnichannel landscape, customers expect a seamless and personalized journey across email, chat, social media and voice interactions. Organizations must embrace effective quality management practices on their digital channels to meet these expectations and ensure high-quality interaction handling.

One of the main challenges in modern quality management is integrating multiple digital channels seamlessly to create a unified, consistent and personalized customer experience. Adapting and synchronizing each channel—with its unique requirements, functionalities and limitations—is a complex task that requires careful planning, coordination and technical expertise.

Implementing such an omnichannel approach involves comprehensively transforming the organization's digital infrastructure, operational procedures and customer engagement strategies. We know the process may take effort and cannot be achieved overnight. But there are still steps you can take right now to keep you on track to digital channel quality assurance and better CX:

How NiCE CXone recording and QM can help you

NiCE CXone Recording enables contact centers to capture, manage and analyze customer communications effectively across different channels (voice or digital) and contact points (agents, bots, IVR, etc.). It delivers end-to-end insights into the customer journey, as well as a unified user experience setting recording policies and creating reports.

Features like on-demand and automatic recording, stereo recording for enhanced analysis, and integration with CRM systems for enriched interaction metadata provide contact centers valuable information on agent activities, business app usage and regulatory compliance. CXone Recording also extends its capabilities to digital interactions, allowing contact centers to capture and play back transcripts, customer actions and agent screen activity, providing a comprehensive view of every interaction.

NiCE CXone QM is also a 360-degree solution for all communication channels, streamlining quality assurance processes across voice and digital interactions. This ensures consistency in your organization, and enables comprehensive quality plans, automation, and coaching.

With CXone QM, your quality plans can easily shift focus to whichever channels need the most attention, with effective sampling and distribution of interactions to supervisors and evaluators. You can create evaluation forms specific to each channel or unified forms where that makes more sense. With QM Advanced, you can also leverage the results from one channel to auto-fill relevant fields in any other channel.

As you adopt the seven steps we’ve recommended here, you’ll find CXone Recording and CXone QM to be an excellent combination for addressing the needs of your contact center in the digital era.