Call center performance management

Make exceptional experiences expected.

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

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Turn ‘exceptional’ into the standard expectation.

Boost performance

Develop and engage agents with proactive personalized coaching based on actionable data.

Empower supervisors

Provide supervisors with concise actionable data to make impactful decisions faster.

Gain visibility

Gain more transparency and insight into agent performance, including voice and digital channels.

Engage your agents

Gamification keeps agents inspired and motivated by making their role more rewarding.

Foster teamwork

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

Picture-perfect experiences

Guide agent behaviors to improve performance in real-time.

Take performance to a whole new level.

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

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Take performance to a whole new level.

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

Watch demo

Total performance management.

Help your employees improve and meet your organizational goals by delivering more transparency and continuous feedback, bringing multiple data sources together with customizable KPIs and intuitive dashboards.

With NICE Performance Management, you get personalized insights and scorecards to improve your agents’ performance by providing coaching, gamification, leaderboards, and a motivating virtual storefront for awarding prizes. It’s an engaging, rewarding path to providing performance and transparency that lead to exceptional customer experiences.

“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

Fine tune your performance.

Inspire improvement

Create personalized coaching based on the root cause of behaviors, with tasks and content agents can work on independently.

Hit your goals

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.

Single view of performance

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

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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Case Studies

Webhelp Nordic Keeps clients on track with CXone

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

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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