Contact Center Performance Data Visibility: City Furniture Goes Deep with NICE inContact CXone
Customer Stories
Inspire employees to improve performance and align with your customer experience goals
CXone Performance Management inspires your employees to self-improve and align with organizational goals by providing transparency and continuous feedback within a social, web-based environment. Report on “one view of the truth” via customizable KPIs and dashboards aggregated from disparate sources to drive continuous improvement and a high-performance culture.
Elevate agent performance with real-time, personalized insights, provide a creative outlet through engaging gamification and wallboards, and motivate with prizes in a customizable virtual storefront. Increase supervisor efficiency and enable focus on high-value activities by automatically creating and sharing performance scorecards. Improve the customer experience by uniting the organization behind transparent CX goals.
Motivate
Motivate agents
with continuous feedback
Decrease
Decrease supervisor
workload
Provide
Provide transparency
into performance
Increase
Increase agent
engagement
Invest
Invest in
training that works
Call Center Performance Management Software Features
Inspire employees to improve
Performance transparency helps agents see where they can improve and gamification boosts agent engagement so positive behavioral change comes naturally.
- Motivate agents with continuous feedback
- Show meaningful comparisons to their team
- Encourage positive behaviors with gamification
- Increase engagement and teamwork
Reach goals together
Maximize everyone’s contribution to success by aligning performance goals, promoting collaboration, and holding everyone accountable for results.
- Set performance targets for everyone
- Align goals with business objectives
- Provide transparency into performance
- Increase manager and agent efficiency
Maximize training ROI
Identify individual training needs and quantify results to measure and improve your training programs.
- Analyze before and after performance
- Create cost/benefit analysis for training efforts
- Offer agents specific help to improve
Create a single source of truth
Streamline access to information and gain confidence in its accuracy.
- Standardize metrics across multiple sources
- Consolidate data from CRM and other systems
- Create role-based, real-time dashboards
What our customers say
"With CXone Performance Management dashboards, agents can see their important KPIs in real-time. We’ve also built dashboards for directors and managers – they get a higher level view of arrival patterns, performance, and a real-time view of how their agents are doing."
David Ernest
Manager, Contact Center Technology
Sunrun
What is CXone Performance Management?
CXone Performance Management inspires your employees to self-improve and align with organizational goals by providing transparency and continuous feedback within a social, web-based environment. Create a culture of high performance and engagement with KPIs, dashboards, gamification, collaboration, and learning management.
