If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.
Studies show why implementing analytics is critical to improved quality management. With the right data insights, your contact center will be equipped to get things right the first time and save valuable time while doing it. So, what exactly does analytics enable in the contact center?
Analytics can help you identify trends that damage your customer experience and get quick solutions to hard-to-solve questions — or, conversely, identify what’s going right and how you can multiply wins across your contact center. Quality evaluations are the difference between agent improvement and stagnation, so contact center leaders turn to analytics to make the evaluation process more scalable, efficient and effective.
5 Quality Management Challenges Analytics Will Solve
Is it time for your call center to infuse analytics into your quality management process? If you’re facing one or more of these quality management challenges, analytics can be a game-changer. Familiarize yourself with these common challenges and see how analytics can help you move towards solutions in your contact center.
Wasted time finding the “right” evaluations
Have you ever had evaluators spend an inordinate amount of time seeking the right call to review? Sure, they know what they’re looking for, but the search is inefficient. This kind of quality management problem is easily solved by analytics today.
It’s a challenge to identify the right topic
Evaluating calls that cover a certain topic is a simple enough request. But it can take hours when employees are required to search through every call to find one with that topic. Shouldn’t it be easy for evaluators to find what they’re looking for? Yes! It is with analytics.
Your surveys don’t mirror your reporting
Why is it that your consumer surveys say one thing but your quality management evaluations tell a different story? Finding the disconnect can be trying. When your QM evaluations aren’t matching up with what’s really going on, it may be time to look to analytics for the answer.
Unsatisfied agents are ready to leave
If quality management processes are inefficient, agents don’t receive the feedback they need to do their jobs successfully and efficiently – running the risk of agent burnout. But with quality management tools that empower agents to thrive in their jobs, everyone leaves with greater satisfaction. Analytics can be a game-changer for your workforce engagement.
The Next Step for Your Quality Management Process
Is ineffective quality management holding your contact center back from reaching its full potential? Save yourself the headache and turn to analytics. With NICE’s cloud contact center technology – like CXone Quality Management Analytics Pro— you’ll have the power to review interactions efficiently and effectively. You can uncover real insights and understand what the overall customer experience truly looks like. Answers are available in the data you already have — and analytics is the key to unlocking that information and utilizing it to improve your quality management and contact center.
What impact will analytics have on your QM process? Watch our information-packed webinar now to find out how this tool drives change in your contact center. Find out how analytics and QM come together to create an extraordinary customer experience in The Perfect Pair: Quality & Analytics in Your Contact Center. Watch the replay now to transform your QM process with innovative analytics.
