The Impact and Influence of Analytics and Quality Management on Contact Center Performance

January 21, 1:00 pm EST

Delivering a great service experience in today’s competitive landscape is difficult for even the most sophisticated of customer service organizations. Yet executives at these organizations also considered it to be their primary competitive differentiator. For contact centers, quality management is at the core of the most thoughtful and consistent experiences, and well-defined and tracked metrics and analytics are the keys to any successful quality management program.

NICE and ICMI partnered to evaluate the state of quality management in the contact center and shine new light on the state of analytics in general, but particularly as they relate to quality management. This executive summary presents the results of that study and identifies new opportunities for improvement.

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