• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Purpose-built AI for CX

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Summary

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 11th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          Leading organizations embrace AI to improve agent performance and boost CSAT

          Leading organizations embrace AI to improve agent performance and boost CSAT

          by Lauren Maschio
          October 4, 2023
          Share

          AI is in the news more than ever, thanks to ChatGPT and generative AI. Businesses across all industries are in the process—or have already—made plans to strategically invest in AI.

          In the contact center space, 99% of companies recently surveyed by NiCE, say they plan to invest in AI analytics-driven quality management. This dramatic percentage reflects the fact that organizations are aware that their current method(s) of assessing agent performance is sub-par. More crucially, some of these outdated sampling practices have led to misinformed decision making. Other studies agree—according to Aberdeen, 75% of executives want to make better use of their interaction data (by using AI).

          Let’s take a closer look at how AI can improve how businesses gather and use data. Many contact centers rely on random sampling of interactions to evaluate the performance of their agents and gain insights from customer interactions. They use these samples to help identify areas of improvement for agents, ensure that agents are adhering to call scripts or regulatory requirements, and identify common issues that can inform the development of training materials and targeted coaching. In some cases, these results even impact agent compensation.

          Random sampling is not without its challenges, however. Chief among them is the problem of inadequate or unrepresentative sampling. NiCE commissioned a survey of 400 senior decision-makers—supervisors, managers, directors and VPs who work in customer care, customer service, or contact center departments with at least 200 agents across all industries in the U.S. and the U.K.— to better understand the relationship between agent soft skills, customer satisfaction, and the potential of artificial intelligence (AI) to revolutionize how we evaluate agent performance.

          One of the key focuses of the survey was the sampling practices of the contact centers, as well as their perception of how AI could improve those practices and CX goals and outcomes. Here’s what we learned.

          AI-to-improve-agent-performance-and-boost-CSAT-figure-11

          Sampling is inadequate: Contact centers rely on skewed or random data to make critical decisions

          Contact centers may not sample every interaction, but they often implement strategies to ensure a representative and meaningful sample. This can include random sampling, stratified sampling based on interaction types or customer segments, or sampling that’s targeted for another specific evaluation purpose. The goal is to strike a balance between resource constraints, operational efficiency, and the ability to gain reliable insights that can be used to drive continuous improvement in customer service.

          In reality, however, sampling performed in most contact centers is far from representative—it encompasses a very small percentage of the overall interactions that are typically handled each month. According to our survey, the average contact center measures just 14 voice and digital interactions each month, and more than a quarter of them currently measure fewer than 10 interactions each month. Given that all of the respondents work for contact centers with more than 200 agents, this is an insignificant sample size, statistically speaking, and not representative of agent performance.

          In addition, nearly two-thirds of the contact center leaders we surveyed choose samples based on post-interaction customer satisfaction surveys, which are known for attracting either highly satisfied or highly unsatisfied customers, further skewing the sampling process. CSAT surveys also tend to have a relatively low response rate, representing a small sample of customers.

          Other methods of selecting interactions for evaluations include:

          • Targeted based on speech analytics categories (55%)
          • An automatically selected random sample (51%)
          • Targeted based on specific data points (48%)
          • Targeted based on desktop analytics categories (42%)
          • Manually selected random samples (30%)

          Despite the lack of a statistically significant or holistic view, 85% of stakeholders use this data to make critical business decisions.

          Teams don’t trust the process: Agents dispute performance feedback due to unrepresentative samples

          The goal of any quality management program is to assess agent performance and provide feedback, but programs that rely on evaluators listening to a small random sample of calls and interpreting the results are inherently biased. This erodes confidence in the process. Left feeling that their evaluations are unfair, agents are often resistant to the feedback provided. 

          In fact, 41% of contact center leaders say one of their top challenges in quality management is that agents don’t buy into their current feedback. Other top quality management challenges, according to our survey, are that evaluators are using a small sample size that is not representative of overall agent performance (38%) and that random sampling is not representative of agent performance (38%).

          When feedback is inconsistent and the sample size is too small, it’s no surprise that agents will not want to accept the results and therefore won’t buy into the program.

          AI-to-improve-agent-performance-and-boost-CSAT-figure-7-and-8

          A path forward

          The survey results clearly illustrate that stakeholders are struggling to improve quality management. AI can easily solve this problem by analyzing 100% of all interactions to improve operational efficiencies and deliver more positive experiences.

          Learn more about what we uncovered in our survey about the current state of quality management and why a growing number of contact center leaders are turning to AI to modernize their processes.

          About the Author

          Lauren Maschio

          Lauren Maschio has over 20 years of marketing leadership experience in the high technology industry with more than 10 of those years in the contact center market. As a NiCE senior product marketing manager for the Quality Management solutions, Lauren is responsible for driving strategy and thought leadership, campaigns, and sales enablement. Prior to NiCE, Lauren has held senior-level global marketing positions at VoltDelta, Process Software, Compaq (now HP), Bay Networks (now Nortel) and CrossComm. Lauren holds a bachelor's degree in Marketing from Babson College and a MBA from Northeastern University.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          September 9, 2025

          4 ways a people-first AI strategy drives better service

          Read

          September 2, 2025

          Empowering non-traditional learners: How AI helps higher education recruit and retain a new generation

          Read

          August 26, 2025

          How a unified AI platform compounds intelligence to deliver exponential value

          Read

          August 20, 2025

          AI and workforce management: How businesses can plan for a bot-infused world to finish 2025 strong

          Read

          August 13, 2025

          Driving business impact through the 3 pillars of smart engagement

          Read

          More from the blog

          AI

          4 ways a people-first AI strategy drives better service

          When most people hear AI, they think tech, not humans. And that’s the first (and biggest) misstep most companies make in their AI strategy.

          September 9, 2025

          AI

          Empowering non-traditional learners: How AI helps higher education recruit and retain a new generation

          Back to school season is upon us, and people everywhere are excited to get started on a new academic year, but there’s another side to the academic landscape that demands our attention.

          September 2, 2025

          AI

          How a unified AI platform compounds intelligence to deliver exponential value

          Business leaders worldwide are chomping at the bit to become AI leaders. Automating work hours and saving dollars thanks to AI has become the new CEO flex.

          August 26, 2025