Front Office Performance Management - Optimize Your CX

CXone Performance Management (PM) offers clear visibility into performance and the tools to enhance it for everyone in the contact center, from frontline agents to back-office employees to supervisors and the executive suite.

• Agents: CXone PM provides frontline and back-office employees with a clear understanding of their performance evaluations, the criteria and data used, and their strengths and weaknesses. Tools for self-improvement, gamification tailored to their personality traits and capabilities, and highly targeted coaching empowers them, while process optimizations simplify and streamline their daily activities. The result is greater employee satisfaction and retention.
• Supervisors: Centralized, comprehensive data provides the clarity and trend insights that supervisors need to set attainable KPI targets and design coaching that makes a traceable impact on employee performance. Behavior-based analysis helps them introduce soft-skill coaching when needed, implement operational changes as necessary, onboard rapidly, and create insightful interactive games with prizes in a customizable marketplace.
• Managers and C-suite executives: With enhanced visibility into performance, managers can help the contact center and the back office meet organizational objectives, including by better aligning coaching and employee guidance with business targets (such as CX, CSAT, employee engagement, ROIs). CXone PM dashboards make it easy to see when KPls fall short of their goals, wallboards improve managerial understanding of overall team performance, and easy reporting provides insight into effective methods to improve operational effectiveness. Managers can thus cut costs, increase workforce engagement, and reduce attrition rates.

CXone Performance Management easily supports hybrid and remote work environments. It offers remote desktop and real-time voice interaction tracking capabilities regardless of your agents’ physical locations, multichannel data aggregation, and seamless integration with third-party performance applications and business management systems.

You can proactively, accurately and effectively manage your teams, no matter where they are, from wherever you are.

Absolutely! CXone Performance Management creates a unified source of truth for performance insights and defining business objectives based on data aggregation from all sources - covering both digital and voice interactions, across channels, and at all organizational levels.

Various KPIs, metrics and trends are tracked automatically across both digital and voice channels. In addition to typical front-office productivity metrics (such as average handle time, call transfer rate, certain SLAs, average time in queue), CXone Performance Management customers can customize their own KPIs. Consolidated multichannel views and drillable hierarchies help supervisors understand how employees are spending their time and identify areas for improvement.