Call Center Management Made Easy
October 07, 2020
Call Center Management Made Easy
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
inContact is used across our whole organization, from team managers to WFM to QA analysts. We are able to track and monitor the interactions with our customers to help improve our service, review any necessary feedback, and push for changes to our processes. We even base our specialists´ salaries on the connection time through inContact.
- Easy to use interface.
- Ability to create customer reporting.
- Great quality of call recordings.
- Multiple tools for management purposes.
- More filters to use when searching through call history.
- Tutorials for beginners when creating custom reports.
- Assure all reporting reflects one singular time zone.
- Increased ability to monitor quality of interactions.
- Transparency with clients.
Yes, custom reporting has been created by our WFM team that tracks a variety of metrics used by managers and administrators. This data is analyzed by clients and directors to determine the ROI of each LOB.
Our QA department has created forms for simpler monitoring/scoring of calls. QA managers are able to download and put together reports for a breakdown of LOB performance.
Our QA department has created forms for simpler monitoring/scoring of calls. QA managers are able to download and put together reports for a breakdown of LOB performance.