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Customer Experience (CX) AI Platform
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      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

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        91% of customers recommend NiCE as a preferred CCaaS vendor

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            • KPI (Key Performance Indicator)
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            • What is KPI (Key Performance Indicator)?
            • Typical key performance indicators for contact centers
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            What is KPI (Key Performance Indicator)?

            A KPI, or key performance indicator, is a metric that call centers use to determine if they're meeting business goals such as efficiency and delivering exceptional customer satisfaction. Contact centers have a multitude of possible KPIs - the challenge is picking the right ones to holistically measure the different aspects of the operation while not creating data overload.

            Typical key performance indicators for contact centers

            Contact center KPIs for agents

            Customer satisfaction KPIs for call centers

            This is by no means a comprehensive list of all possible call center KPIs, but it illustrates the possibilities and complexities of choosing the right set of KPIs. Contact centers should pick KPIs that support business objectives and then consistently manage to KPI targets.

          • Abandon Rate - measures how many contacts are being terminated by the customer before they are even connected with an agent at a contact center.
          • Average Speed of Answer - highly correlated to abandon rates, ASA measures how quickly customer calls are being connected to agents.
          • Service Level - another way to measure how quickly customers are being connected to agents, service level targets are expressed as a certain percentage of contacts answered within a certain amount of time (for example, 80% of calls answered within 20 seconds).
          • Average Handle Time - an efficiency metric that measures how much time, on average, agents are spending on each customer call. It's a key input for staffing models.
          • First Contact Resolution - the percent of contacts that were resolved on the initial contact, with no follow up required.
          • Customer Satisfaction (CSAT) Scores - typically measured by post-contact surveys, customer satisfaction scores are a barometer of how customers feel about the service they received.
          • Net Promoter Score© (NPS) – measures the loyalty of a company’s customers, usually on a scale of zero to ten, where zero is called a Detractor and ten is a Promoter. Loyalty is often influenced by the quality of customer service provided by the call center.
          • Quality Scores - contact evaluations by analysts or call center managers based on specific criteria, which produces an aggregate quality score for the contact center.
          • Customer Effort Score (CES) - a call center metric used to gauge the level of effort customers have to exert when interacting with a company, with lower scores indicating a more effortless experience and higher scores suggesting greater customer frustration or difficulty.
          • Agent Turnover Rate - measures how well call centers are retaining their agents, which is critical in an industry plagued by high turnover.
          • Forecasting Accuracy - compares actual to projected volume to determine the effectiveness of a contact center's forecasting process.
          • How NiCE is Redefining Customer Experience

            NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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