NICE Performance Management

NICE Performance Management has been a key pillar in assisting service organizations and performance-driven sales across many organizations and exceeding the user requirements. NICE makes sense of available increase amounts of data, bringing consistency, accountability and transparency to the business for real cultural transformation.

Available through cloud or premise, NPM has enabled many organizations to reduce their contact center operation costs by more than 10%, while improving their customer satisfaction by a similar amount. NPM is definitely a redefined performance management, allowing you to change behavior, provide a superior user experience, realize a faster ROI and engage employees.

NPM provides more than balance scorecards and performance reporting, with robust tools and practices that steer system-enabled actions from training and coaching to self-correction, onboarding as well as e-learning. Through NPM, your organization’s agents are empowered to change and facilitate multiple metrics.

Through provision of data from several sources, NPM produces a one version of truth and thereby enabling the business to tap into automated reports and common goal that free managers allowing them to focus on more important roles such as coaching.

NPM comes with automated coaching workflows and coaching tools customized for the business’ KPI’s. By providing and measuring analytics on coaching effectiveness, the system enables the managers to access feedback as they deliver dynamic goals and coaching to the frontline. NPM’s peer coaching, group coaching and coaching the coach models provides a quick, high-impact way to align employee with company behavior, increase motivation and performance.