A quality management form is a set of questions used by evaluators to evaluate the performance of agents during interaction handling and identify areas for improvement. Quality forms not only serve as a measurement of success in evaluation, but also provide a roadmap for agents on the critical components of a good customer interaction.
A ‘clean slate’ approach to quality form design can ensure that all components pass the assessment test when the form's questions:
In quality form creation, less is more. Questions should be included only when they are critical to the business and the customer experience, which will generate business value. If it is difficult to explain why a question is included, then it can be removed from the form. A balance must also be struck between operational-type questions and more qualitative questions that assess agent soft-skills like emotional intelligence, empathy, etc.
Support the strategic vision
Provide actionable and objective metrics and coaching points (SMART goals)
Drive positive business and customer satisfaction change
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.
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