What is a Performance Management System?

A contact center performance management system is an all-in-one reporting tool that offers real-time, historical, and transactional data for all roles. It takes the slow, tedious, and manual work out of reporting by taking raw data from multiple sources like ACD, CRM, WFM, QM, etc. and aggregating it on real-time dashboards. This makes monitoring performance across the entire workforce, whether they are all remote or in-office, easier than ever.

Performance management engages employees by offering individual and team performance tools like dashboards, wallboards, agent engagement surveys, and gamification. Dashboards enable contact center personnel to spot trends, avoid performance slumps and make swift, confident decisions that empower agents to succeed. Wallboards give an overview of rankings, achievements, and company messages, while providing healthy competition in the workplace. Gamification enables contact centers to automatically distribute coins, badges, and rewards based on performance.

By offering real-time performance feedback, recognition and rewards, contact centers can make data-driven decisions and achieve peak performance.

How NICE CXone can help

NICE CXone is the market leading call center software used by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. Our performance management solutions provide the information operations leaders need to monitor, analyze, and continuously improve contact center performance. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Engagement – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording, and performance management (PM).

Customer Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.