NICE Back Office Quality Management software opens a window on employee screen activity. It streamlines the quality monitoring and employee evaluation process with configurable, wizard-driven evaluation forms. Integrated calibration tools enable supervisors and quality specialists to create standards for assessment and ensure that evaluations are accurate, objective and consistent.

A fully integrated coaching module allows managers and trainers to automatically deliver coaching packages containing screen captures and links to related data and documentation. Coaching sessions with employees can even be automatically scheduled through integration with NICE Back Office Workforce Management.

By automating the quality monitoring process in the back office, NICE Back Office Quality Management injects a higher degree of consistency and objectivity that boosts employee morale and ultimately drives greater customer satisfaction, operational efficiency and cost savings.