Performance Management - Optimize Your CX

CXone Performance Management (PM) is all about creating a balanced and healthy work environment that gets measurable results - in productivity, efficiency and customer satisfaction. 

• Know: CXone PM is the single centralized source of truth for contact centers. Instead of juggling various tools, each with very specific information about your operations, CXone PM consolidates detailed team and individual performance metrics in one place. This minimizes the time needed to generate reports and helps you focus on strategic results.
• Guide: With deep visibility into agent activities, CXone PM reveals root-cause behaviors, skill gaps and process improvement opportunities. It has the tools needed to convert those valuable insights into personalized guidance and targeted optimizations, for better performance and greater job satisfaction.
• Gamify: CXone PM can help you empower employees to independently climb to the top of the performance ladder with motivational gamification.

From the contact center’s frontline agents to back-office employees to the executive suite, CXone Performance Management (PM) offers clear visibility into performance and the tools to enhance it, which in turn improves customer experience.

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.

Productivity is measured by CXone Performance Management at all organizational levels – from the individual employee and supervisor to the team to the entire contact center. It includes various KPIs, metrics and trends, which are tracked automatically across both digital and ACD channels. In addition to typical productivity metrics for the front office (such as average handle time, call transfer rate, certain SLAs, average time in queue), CXone Performance Management customers can customize their own KPIs for the solution to seamlessly integrate. The Desktop Discovery component, for front and back offices alike, monitors all employee desktop activity and automatically categorizes it as productive, non-productive, idle, non-work related, or PC-locked.

The multichannel, multilevel performance data is aggregated and integrated to help supervisors understand how employees are spending their time and identify areas for improvement. The solution performance dashboards can provide both consolidated and finely detailed views of individual or group productivity.

The key features of CXone Performance Management are:

• Unlimited data aggregation.
• Prebuilt data integrations.
• A single source of truth for multichannel performance
• Updates instantly proliferated as needed across the organization.
• Real-time insights, historical trends (25 months back), and behavioral analysis.
• Robust dashboards that are easy to customize, develop, implement, modify, and share.
• Drillable data hierarchies.
• Automated email of routinely scheduled reports to designated recipients.
• Desktop analytics.
• Interactive personalized gamification and engaging wallboards.

You can also customize tracked performance metrics to meet specific business needs, providing visibility into productivity levels, application usage, team performance, and much more.

By providing detailed analytics and visibility into daily activities, CXone Performance Management enables supervisors to identify performance gaps and coach employees effectively. This includes identifying each individual’s unique development needs for proactive, personalized coaching. Supervisors can also discreetly guide agent behavior to improve performance in real time in response to custom KPI notifications or live monitoring. The impact of these coaching activities can then be measured, allowing supervisors to further tweak their approach if necessary.

Agents are also empowered to take greater ownership of their performance through personalized dashboards, which provide the transparency needed to improve independently. CXone Performance Management further supports self-directed positive behavioral change through interactive gamification tailored to individual performance metrics.