Nice Quality Management (Nice QM)

NICE Quality Management is a management system and optimization of work of contact center.

The product creates enhanced capabilities of control over work of operators of contact centers. A system tapes telephone conversation all of operators, estimates quality of work of call center operators, reveals weak points in work of the specific operator.

The written talk and screens of actions of operators can be used as a basis for creation of trainings on examples of best practices of service. Address trainings of operators in turn allow to reduce a set-up time of new staff of contact center and to improve quality of work of experienced operators.

NICE Quality Management 4.1

NICE Quality Management is a part of a line of solutions of NICE company for management and optimization of work of contact center. Can automate the NICE Quality Management 4.1 system and other management of contact center within one producer. The line of software solutions of NICE is developed taking into account long-term researches in the field of effective methods of management of contact centers.

The basic solution - a recording system of interactions of NICE Interaction Management (Nice IM).

Scheme of a vzimodeystviye

NICE Quality Management (NICE QM) helps to concentrate efforts on important calls. A system has an opportunity to write calls, to select automatically from them "unsuccessful" and "successful", to direct them to assessment to the head of group or the operator of quality evaluation. In processing of calls the reasons of success or failure are defined - the possibility of improvement of process of communication with the client appears.

A system allows to use different interactive questionnaires flexibly. On the basis of these polls of NICE QM automatically generates and sends the reports having value both for direct heads of groups, and for heads of divisions of remote service.

The product NICE QM helps heads of groups to control work of the operators daily and to timely make corrective action.

Use of a system and for quality management of electronic correspondence, communication on social networks is possible.

In NICE QM there is a mechanism of calibrations, it helps to minimize influence of a human factor on result of assessment, to eliminate discontent of operators and gives the chance to heads of contact center to estimate quality of work of assertion statements of quality and heads of groups of operators.

A system gives to different user groups different opportunities in the web portal which are separated on roles and can be flexibly configured:

• business users receive reports, metrics and means of planning;
• assertion statements of quality receive the list of interactions selected by a system for assessment;
• heads of groups see indicators of their group and the list of interactions selected by a system for assessment and calibration and also have tools for carrying out training;
• agents see own indicators and receive the planned training packets.