Call Center Performance Management
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 agents with continuous feedback
- Show meaningful comparisons to their team
- Encourage positive behaviors with gamification
- Increase engagement and teamwork
- Set performance targets for everyone
- Align goals with business objectives
- Provide transparency into performance
- Increase manager and agent efficiency
- Analyze before and after performance
- Create cost/benefit analysis for training efforts
- Offer agents specific help to improve
- Standardize metrics across multiple sources
- Consolidate data from CRM and other systems
- Create role-based, real-time dashboards
Manager, Contact Center Technology
your customer experience goals?