What is Quality Management Analytics

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. But what’s all this hype about using quality management analytics to perform quality activities, and could it help you? Analytics allows you to analyze every interaction to understand what was communicated by agent and customer, identify outcomes and evaluate the overall experience. Thus, Quality Management Analytics harnesses the power of analytics and leverages those insights to make your quality program more precise and efficient.

Incorporating analytics into your quality program empowers you to provide fairer, more targeted agent feedback. And you can do it faster and with more specificity when you can pinpoint specific interactions to evaluate. This means fewer – but higher quality- evaluations. Tools like NICE CXone Quality Management (QM) Analytics Pro  allow you to leverage both out of the box and custom criteria to find specific interactions with a desired customer or agent sentiment, where certain words or phrases were used, and much more.

Imagine that your company just launched a new product or program. In the week following the launch, you want to evaluate a couple of interactions to hear what customers are saying about it, ensure that agents are using the right messaging and identify gaps in agent knowledge related to the product/program for process improvement. With QM Analytics Pro, you could create a custom category in minutes with the specific words and phrases associated with the product/program and have those interactions routed to a quality plan for evaluation. How much more efficient and effective would this capability make your current process?

If any of these situations hit close to home, you should consider incorporating analytics into your quality program:

• Your evaluators know the type of interaction they want to evaluate – but like Goldilocks, they tediously listen to multiple call recordings before they find the “right” one.

“This one is too short, this one is too long, this one is just right!”

• Your evaluators want to review interactions where a specific topic was discussed but must sift through hundreds before finding one where it was mentioned.

To learn more about NICE CXone Quality Management Analytics Pro, start by watching this fun, relatable overview video!