Performance Management

Motivate employees. Boost CX.

Align employee performance, contact center goals, and customer expectations, with continuous improvement.
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The fun way to manage performance.
Gain visibility
Get more transparency and insight into agent performance, including voice and digital channels.
Boost performance
Develop and engage agents with proactive personalized coaching, based on actionable data.
Empower supervisors
Provide your supervisors with concise, actionable data to make impactful decisions, faster.
Engage your agents
Keep agents inspired and motivated, and make their role more rewarding, with gamification.
Foster teamwork
Unite behind common goals to create an environment of friendly competition.
Optimize experiences
Guide agent behaviors to improve performance, in real time with performance management. 
Inspire agent improvement

Improve the customer experience by uniting the organization behind transparent CX goals.

CXone Performance Management inspires employees to improve performance and align with your organizational goals by providing transparency and continuous feedback in a social environment.

Drive continuous improvement and a high-performance culture with customizable KPIs and “one view of the truth” dashboards aggregating data from disparate sources. Provide a creative outlet through engaging gamification and wallboards. Motivate with prizes in a customizable virtual storefront.

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Inspire agent improvement
Mix Performance with Fun

Unlock excitement, recognition, growth, and digital freedom for your employees, every day.

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Mix Performance with Fun

Unlock excitement, recognition, growth, and digital freedom for your employees, every day.

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A culture of improvement

Create a culture of continuous improvement, by bringing KPIs, dashboards and gamification into a single platform built for better performance.

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communication
Manage total performance
Create transparency with continuous feedback, customizable KPIs, and intuitive dashboards.
Elevate your employee performance
One source of truth
Access all relevant contact center performance data in one view, with metrics aggregated from all relevant data sources.
Coaching for success
Create personalized coaching based on the root cause of behaviors, with tasks and content agents can work on independently.
Goal alignment
Make improvement a group effort - align performance goals throughout the organization, holding everyone accountable for results.
Gamification
Make performance improvement fun, as agents compete against their peers - and themselves - to win big.
“With NICE 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
Related Resources
White Papers

Elevate the employee experience

Even in an economic downturn, NICE helps you prepare for the future, while cutting costs and operational inefficiencies.

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Datasheets

Digital channels in the contact center survey

This report examines the impact of digital transformation on contact centers, focusing on infrastructure, agent workload, skills, and support to understand their effects on agent engagement and retention.

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Case Studies

City Furniture turns data into performance

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

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Resource Library
Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.

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