Webhelp standardizes reporting and helps agents with NICE inContact CXone Performance Management

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Overview

With so many clients and assignments across the globe, Webhelp struggled for years with inconsistent metrics. But once it rolled out NICE inContact’s cloud-based, CXone Performance Management (PM) solution to all its agents several years ago, Webhelp finally had a comprehensive, standardized reporting system across the entire company. What’s more, CXone PM's gamification features enabled Webhelp to really help its agents work on their KPIs, with coaching and team manager metrics.