What is a Quality Management Dispute?
Quality management dispute is a quality management process that allows agents to dispute or contest a score they’ve received on a quality evaluation and explain where they disagree. A dispute should then trigger additional review from the evaluator and supervisor, and an alignment conversation with the agent to either change (or keep) the score. Agents should know that they are permitted, and even encouraged, to dispute scores. A dispute process is critical to agent engagement and driving the perception of fairness and equity. Good quality management software provides an automatic workflow for agents to dispute the score.
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.