Workforce Optimization Featured Article

Make Your Contact Center Quality Central

April 19, 2017

Yes, time and time again we’ve all heard the age old adage, “The customer is king.” But in today’s omnichannel environment, providing the exceptional level of service expected can prove much easier said than done. Thankfully, workforce optimization and quality monitoring solutions exist that can quickly transform your contact center operations from sluggish to spectacular, improving agent engagement, efficiency and the overall customer experience.

Recently, NICE announced the arrival of such a solution: NICE Quality Central. The quality management solution takes all forms of customer interaction data, puts it through a rigorous evaluation process, which results in a holistic view of performance, actionable insight and improved overall operations.

The new solution promises to cut average handle times by up to 30 percent; increase customer satisfaction by up to 40 percent; increase first call resolution to up to 40 percent; slice hold times by up to 25 percent and boost sales effectiveness by up to 20 percent.

Miki Migdal, president of the NICE Enterprise Product Group, said, “In today’s omnichannel environment, it is critical for organizations to maintain a unified view of both agent and customer behaviors in order to understand where improvements are needed across the enterprise. NICE Quality Central addresses this need, helping companies create a single, coherent quality overview, and ensuring that processes and performance align with business goals. This is yet another critical step toward reinventing customer service.”

With the solution in place, contact center management gains a clear view of an agent’s overall performance, in addition to the customer experience. A single application provides a portal to access any relevant data to aid in managing daily objectives and tasks.

Wait, there’s more. Other features include updated reporting, complete automation and customized workflows as well as the ability to integrate with any recording solution or data source. If deployed with the NICE WFO suite, NICE Quality Central can take full advantage of the data driven insight provided by Nexidia (News - Alert) Analytics.

The contact center serves as the front line for the customer experience; it would only make too much sense to ensure it is properly armed with the appropriate tools. Workforce optimization and quality management are no longer optional items.

Is your contact center ready? 

Edited by Alicia Young
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