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From agent-centric to business-focused performance optimization
Traditional call center quality management involves randomly monitoring a handful of agents’ calls every month in order to evaluate and track their performance against quality standards. This agent-centric process helps improve overall agent quality. But it significantly reduces contact centers’ ability to link quality evaluation to overall business performance. With a small selection of calls recorded and monitored, the most important insights of Customer Dynamics may never be revealed.
NICE Quality Optimization, part of the NICE SmartCenter suite, provides business-centric call center quality management. It uses Interaction Analytics to analyze all customer interactions and measure key performance indicators (KPIs) that support the organization’s business objectives. KPIs can be derived from telephony-based metrics such as average handle time, hold time and call transfers, as well as from speech analytics and measures such as customer dissatisfaction, first call resolution and so on.
NICE Quality Optimization provides contact centers proven, closed-loop call center quality management to:
- Identify problems via customized dashboards that track business KPIs
- Perform root cause analysis to uncover the issues and agents that contribute to low quality scores
- Take action, such as targeted agent training to address knowledge gaps
- Monitor to verify problem resolution and ensure ongoing quality management
Business Benefits:
NICE Quality Optimization represents the next evolution in call center quality management. It automates call monitoring and links it with interaction analytics in order to drive business optimization. Thus, it can help call centers to:
- Align the quality process with the organization’s business objectives
- Increase operational efficiency
- Improve the customer experience
- Optimize not only agent performance but business performance
Capabilities:
NICE Quality Optimization provides call centers with effective tools to link quality management to business objectives. Among its evolutionary capabilities, the system can:
- Automatically track telephony-based KPIs such as average handle time
- Automatically track analytics-based KPIs such as customer satisfaction
- Identify agents and teams that contribute to breaches in KPI objectives
- Drill down to interactions that contribute to missed KPI targets
- Provide an integrated quality process workflow
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Success Stories
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RHL Scottish outsourced customer management center leverages NICE solutions to increase caller satisfaction with improved service, secure new business through increased client trust, and improve agent performance.
ICICI OneSource NICE helps Indian business process outsourcer achieve higher levels of client confidence, targeted, effective training programs and improved call handling and management.
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