Call Center Supervisor Review of the NICE inContact CXone Tool
October 02, 2020
Call Center Supervisor Review of the NICE inContact CXone Tool
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE inContact CXone is being used extensively within the call center here. The tool is used to assist with call recording, coaching, live-monitoring of agents, as well as many other reasons. The tool allows us to use one single piece of technology to interconnect multiple department functions and requirements. I appreciate that I only need to pull up a single tool to complete the vast majority of my work functions.
- Agent live-monitor
- Live call monitoring
- Quality review of previously recorded calls
- It would be nice to be able to better customize the reports we need to pull for CSR statistics and metrics.
- While keeping an eye on agents, we found that the tool was timing out too quickly causing us to need to frequently sign back in.
- Getting the right reports that we need to review our CSRs was too difficult.
- We've been able to reduce our CSRs average handle time.
- We've been able to have a better customer experience within our new IVR.
- We are still having trouble getting the right reports we need, so be sure to get that nailed-down during the initial set up.
The tool allowed us to greatly customize our CSR live-monitoring. We can quickly see how the entire call center is doing, as well as individual team dashboards. Additionally, we have it set up to quickly show us when a CSR is in a Release Code that indicates they are not able to take another incoming phone call. This allows the supervisor to quickly react and assist those individuals when needed.
Not Sure