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Driving improvements in both operational efficiency and customer service in the contact center, NICE SmartCenter Performance Management solutions help lower operating costs while simultaneously raising customer satisfaction levels.
Designed with in-depth knowledge of organizational needs, NICE solutions offer an alternative to traditional business intelligence or other standard analytical and reporting tools.
- Agents can view their metrics for better self-management and performance improvement.
- Supervisors can spend less time reviewing performance data and more time coaching agents.
- Executives can make faster, more accurate decisions with dashboard visibility, allowing them to drill down into all elements of the business, all the way to the agent level.
- Streamline and improve the employee appraisal and review process.
- Access a variety of sales and performance data from multiple sources in a single application.
- See near immediate results with a cost effective tool that delivers a rapid, significant return on investment.
The Performance Manager Platform is designed along open standards enabling faster speed-to-market by integrating multiple data sources into one source.
A Total Solution for Performance Management
The Performance Manager provides a single, comprehensive solution for tracking, reporting and managing performance throughout all levels of contact center operations. With pre-built metrics, key performance indicators, dashboards, scorecards and reports, it’s a tool that can be used quickly and right out-of-the-box.
The Performance Manager is flexible enough to meet all performance management needs as operations grow and evolve. By adding expanded options for customization, data collection, role definitions and workflow capabilities, the system provides a total solution to even the most complex performance management challenges.
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