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Call Tracking Metrics & Analytics - the Inner Circle Guide


Aimed at contact center managers and executives who need a detailed and objective view of customer contact solutions, "The Inner Circle Guide to Customer Contact Analytics" from independent analyst ContactBabel provides a detailed and realistic analysis of the benefits of customer contact analytics, as well as the technology, implementation and usage best practices, ROI model building, expected results and the market landscape.

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NICE CXone Workforce Engagement (WEM) unlocks your team’s potential by providing tools to inspire employee self-improvement, amplify quality to enhance customer experience, reduce labour waste, and ensure regulatory compliance. Patented technology powers the industry’s most intelligent forecasting, fosters employee ownership and accountability, and gives agents one experience across a cloud platform. As a natively developed suite, CXone WEM unifies workforce management, quality management, performance management and recording to deliver a better experience for agents, supervisors, and customers. With reduced effort and increased flexibility, you can achieve an optimal balance between operational efficiency and a superior customer service.

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5 Fast Tips for Applying QM and Speech Analytics (PDF)