​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Performance Management  ​


 

Convert Your Data into People Power

With the proliferation of information technology, today’s forward-thinking organization generates more data than ever before. When properly harnessed, this information can help clarify goals, uncover opportunities and deliver measurable performance improvements. 

For more than a decade, NICE Performance Management has brought accountability, consistency and transparency to performance-driven sales and service organizations across a wide range of industries, enabling them to effect true cultural change. Available on premise or via the cloud, NICE Performance Management has helped leading organizations improve customer satisfaction scores (CSATs) by more than 10 points while reducing contact center operational costs by more than 10 percent.

NICE Performance Management adapts to the different stages of an agen​t’s lifecycle, from onboarding to supervisory roles, to provide personalized, targeted improvements. The result? Comprehensive performance transformation.

Amplify Talent with Closed-Loop Coaching​

NICE Performance Management empowers your organization's change agents to transform multiple metrics simultaneously, with goal-setting and management and development plans that can be tailored to each employee's individual needs.

By incorporating data from a variety of sources, NICE Performance Management provides a single version of the truth, allowing organizations to align around a common goal and tap into automated reports that free managers to focus on their most critical imperative – coaching.

NICE Performance Management includes embedded coaching tools and automated coaching workflows tailored to the organization's KPIs. And by measuring and providing analytics on coaching effectiveness, the system empowers managers with easy access to feedback as they deliver targeted coaching and dynamic goals to the frontline.

Transform Data into Insights with Advanced Analytics

NICE Performance Management puts clear data visualizations and root cause analytics at the fingertips of your entire organization. Advanced analytics and reports are customized to the individual, providing a frontline viewpoint for agents, a team-level view for supervisors and an enterprise-wide perspective for executives. Automated alerts allow supervisors and managers to stay in front of emerging service issues, and interaction analytics provide the ability to get to the root cause of a problem with a single click. With performance execution capabilities that increase productivity, proficiency and compliance, NICE Performance Management facilitates continuous KPI improvement while delivering maximum business impact.

Inspire Employees to Perform at Their Best

Boost sales, loyalty and customer satisfaction levels by engaging and motivating your employees each and every day. NICE Performance​ Management fosters a performance-driven culture by openly sharing best practices, encouraging collaboration and recognizing achievements with gamification rewards. Our tools empower, inspire and engage employees in ways that deliver greatness, making your people a competitive ​advantage.​

Maximize the Value of Your Technology​​

NICE Performance Management is proven to support tens of thousands of users. With simple web-based administration tools, the solution is quick to deploy and easy to maintain. Our scalable, open standards-based architecture meets the demands of even the largest enterprise and supports all major databases and platforms – ensuring the lowest total cost of ownership.​

NICE Performance Management also integrates seamlessly with other NICE Workforce Optimization (WFO) solutions, delivering aggregated data and richer, more actionable insights that dramatically increase the ROI of each application. Leverage NICE Performance Management as the hub of your WFO suite, including:

  • Click to Call Playback – Integration with NICE Recording
  • Quality Evaluation – Integration with NICE Quality Management
  • Speech Analytics – Integration with NICE Interaction Analytics
  • CSAT & Survey Drilldown – Integ​ration with NICE Total Voice of the Customer
  • Desktop Analytics – Integration with NICE Real Time Activity Monitoring
  • ​Optimized Scheduling – Integration with NICE Workforce Management​

​​​Deploy More Quickly, for Rapid ROI​

Drawing on experience implementing performance management solutions in many of the world’s most complex business environments, we have developed a streamlined NICE Performance Management solution for maximum speed and cost-effectiveness: NPM Essentials. NPM Essentials offers the same core NPM platform with an innovative new deployment model.

Designed for rapid implementation, NPM Essentials is changing the way leading organizations manage front- and back-office performance. By providing many out-of-the-box ca​pabilities, such as root cause analysis, goal management, best practice coaching and advanced coaching effectiveness, NPM Essentials allows you to select the pre-built configurations and portfolio integrations you need, dramatically reducing the need for professional services and eliminating tedious and expensive project costs. Discovery, configuration and testing phases are shorter, empowering your organization to influence employee behavior, ramp up efficiency and increase customer satisfaction more quickly. Together, that translates into a higher and faster ROI.

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Workforce Management
Forecast customer demand across channels & ensure schedules have the right employees.
Cross-Channel Interaction Recording
Record every contact to better understand your employees and customers.
​​​​​​​​​Real-Time Guidance & Automation
Your GPS. Guide your staff to the right solution or offer for the customer in real time.
Interaction Analytics
Analyze multiple interactions across channels.
Quality Management
Focus employees on behaviors that define quality for the company and customer.
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Employee Coaching
moving-up
engage
coaching