Case Study: The College of Health Care Professions achieves faster coaching and greater manager autonomy with NICE Systems

CHCP Quality Management Evaluation Summary

The College of Health Care Professions (CHCP), a fully accredited education provider with nine campuses and an online program, needed to improve a largely manual QA process that supported four departments and more than 160 agents. Using NICE Systems’ CXone Quality Management tools, CHCP struggled with slow report turnaround, limited real-time insight for managers, and a bottleneck in coaching and score appeals.

NICE Systems implemented CXone Quality Management Evaluation Summary with AI-generated summaries, Supervisor Workspace, and coaching recommendations to streamline access to evaluation insights. The results were substantial: coaching initiation time dropped 90% from 24 hours to 10 minutes, 85% of coaching needs were resolved autonomously, managers saved 3–4 hours per week, and coaching sessions increased by 65%, with zero negative feedback from agents about QA involvement.

The College of Health Care Professions

Hang Nguyen

Quality Assurance Operations Manager