A quality plan is a tool for quality assurance. It samples random interactions based on filters you define and sends those interactions to evaluators for review. You can define which agents to sample, what time period to sample from, the interaction details, and which evaluators to send interactions to.
Quality management software will provide an automated mechanism to sample a range of random interactions (based on filters you define in your quality plan) and send those interactions to evaluators for review. However, even if you aren’t using quality management software, you will still want to create a quality plan, as this will provide a roadmap of expectations for your evaluators. The only difference being that they will have to manually search for the interactions with the defined criteria in order to evaluate.
Things to consider when creating a quality plan are:
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:
Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.
