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Quality Management - Optimize Your CX

Make your quality program a whole lot smarter.

Evaluate interactions with automation and AI, identify areas to improve, provide effective coaching, and deliver superior CX.

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Create a standardized, smart and efficient process to manage all your organization’s quality needs in one place.

Eliminate manual work

Save time and scale easily & efficiently with built-in workflows and easy-to-use data visualization.

Evaluate what matters most

Focus on high-value interactions and precisely correlate quality & CX, with analytics-based insights.

Gain agents trust

Give focused, actionable feedback, access to quality dashboards and self-learning tools.

Coach your agents

Streamline your coaching process, improve quality performance visibility, simplify scheduling, and enable personalized agent development.

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Enhance CXone Quality Management Analytics-driven insights.

Search and filter interactions using Enlighten AI behaviors (soft skills).

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Broaden your view of Quality.

Identify interactions with the greatest impact on your key metrics to meet your strategic objectives.

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CXone: all-in-one Quality Management excellence.

Our scalable, robust quality management solution includes forms, quality plans, coaching, calibrations, and appeal flows. An easy-to-use interface and enriched reporting capabilities complete the package, for enhanced business intelligence overall.

Form Designer

Design an evaluation form with customized fields and rules that best suit your quality program, and meet your business needs.

Auto-populated Forms

Accelerate your quality reviews with automated, AI-driven auto fill completion, based on sentiment or category data.

Pinpoint evaluations

Automatically zero in on phrases and sentiments in any interaction, for more precise and effective quality evaluations.

Enhanced visualization

Gain more comprehensive insights into quality performance across the organization, with advanced reports and dashboard widgets.

"CXone QM changed the way we practice quality management, and made it possible for us to reduce costs by 300%."

Jeff Fawcett
Call Center and Training Director, Wine Country Gift Baskets

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If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

Quality Management: FAQs

The Quality form in NICE take the analytic categories to specifically look into the interaction and score the related questions in the Quality form. With the Enlighten behaviors, soft-skills are also automatically scored taking any opinion based scoring out of the Quality Model reducing appeals or lack of trust in scoring.

Quality Plan takes into account the requirements needed to identify the right interaction to evaluate and then assigns those interactions to evaluators to evaluate taking the manual work out of assigning interactions and keeping track of evaluation goals being attained. The Appeal workflow takes the manual work out of submitting appeals via email or SharePoint and automatically routes appeals submitted by an agent or supervisor to the correct user who can resolve any evaluation appeal. Calibrations are assigned to specific participants with a deadline and then collects all participant results reflecting the overall variance by calibration and question removing at least 20 hours a month of manual work weekly Calibrations require.

Evaluations can be completed on interactions within CXone but also can be completed on interactions outside of CXone ensuring one place for full visibility into quality score performance. Additionally, bringing the Appeal process, Calibration activity, scheduling and managing of evaluation goals to be completed along with reporting and performance all onto one Quality Management platform provides that single pane of glass into the entire Quality Model end to end.

CXone Coaching enhances and personalizes the coaching process, promoting a deeper understanding between supervisors, coaches, and employees. With structured methods, transparency, and robust workflows, CXone facilitates effective coaching communication and improves agent performance. The result is  increased overall customer satisfaction and more efficient workforce management.

CXone Coaching streamlines coaching processes, enhancing overall performance and fostering employee development. It provides tailored coaching for best practices, improving the customer experience and enhancing the brand reputation. Additionally, CXone Coaching offers enhanced visibility, allowing you to identify coaching opportunities and make informed decisions based on data. Furthermore, it ensures timely and effective scheduling, leading to an organized, prepared, and efficient workforce.