Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is Quality Management?

Quality management is a process used by contact centers to ensure customer interactions are being handled by agents according to organizational standards. Quality management is a continuous cycle of assessment and feedback designed to improve agent skills and, ultimately, the quality of experiences the organization provides.

Contact centers establish quality standards for the different channels they support and often for different contact types. Standards should be driven by CX goals and should accommodate any uniqueness of the interaction. For example, standards for chat transactions may include good writing skills, while standards for phone interactions may focus on voice tone and clarity. In a typical quality management process, these standards are used to build scorecards that analysts use to evaluate a small sample of interactions every month. Agents are coached on their evaluated contacts, and then the cycle repeats itself.

The main drawbacks to this typical process are that it’s time-consuming and contact centers run the risk of drawing conclusions based on a small sample of evaluated contacts that might not be representative. To solve both of these issues, many contact centers have incorporated text and speech analytics into their quality management programs. These AI-infused tools can comb through and analyze 100% of interactions from every channel. They can also be used to zero in on contacts that pose potential problems, such as short calls. Text and speech analytics, especially when paired with sampled evaluations, can help provide a more accurate and representative view of contact center quality.

In today’s “experience economy” when more and more businesses are competing on the basis of CX, it’s critical that contact centers have effective quality management processes supported by modern analytics.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

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