Call center performance management

Turn 'exceptional' into the expectation.

Align employee performance, call center goals, and customer expectations with software that makes continuous improvement fun.

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Make better experience the expectation.

Raise the bar

Continue to motivate and engage agents with ongoing performance data.

Empower supervisors

Decrease supervisor workloads, so they’re free to make a bigger impact.

Gain real-time visibility

Provide more transparency for a roadmap to success.

Engage your agents

Keep agents inspired and in-the-game.

Foster teamwork

Unite behind common goals to create an environment of friendly competition.

Dial performance up a notch or two.

With direct, continuous feedback, agents have the visibility and tools to create their own success. See how.

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Dial performance up a notch or two.

With direct, continuous feedback, agents have the visibility and tools to create their own success. See how.

Watch demo

Total performance management.

Help your employees improve and meet your organizational goals with a social environment that delivers more transparency and continuous feedback – by bringing multiple sources together with customizable KPIs and intuitive dashboards.

With CXone Performance Management, you get real-time, personalized insights and scorecards together with gamification, wallboards, and a motivating virtual storefront for prizes. It’s an engaging, rewarding path to providing the performance and transparency that leads to better customer experiences.

“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

Fine tune your performance.

Inspire improvement

Create healthy competition with peers and provide feedback that moves the needle with personalized, eye-catching real-time dashboards.

Hit your goals together

Turn improvement into a group effort by aligning performance goals up and down the organization, holding everyone accountable for results.

Game on

Gamification makes performance improvement less humdrum -- and a lot more fun – when agents compete against their peers, and themselves, to win big.

See the whole picture

Access all relevant contact center performance data in one view with metrics aggregated from all relevant data sources in real-time.

5 ways to empower contact center agents

Engaged agents don’t just happen. Here’s how you can empower your frontline to go above and beyond.

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Customer Stories

Webhelp Nordic Keeps clients on track with CXone

Hear how Webhelp Nordic transformed agent performance and customer experience with CXone.

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Customer Stories

City Furniture turns data into performance

Read how City Furniture significantly improved productivity, efficiency and service quality with NICE inContact CXone.

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