NICE
Member Level: SponsorVendor Overview
Description of Services: With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center—and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.
NPM (NICE Performance Management) is an industry-leading Performance Management Solution serving contact centers across the globe.
NPM’s key strength is its ability to actively drive employee performance and engagement. This is achieved by bringing together the oceans of data and insights from NICE and non-NICE solutions and transforming them into an all-encompassing, clear, and actionable picture, which is made available to employees at all levels. NPM offers enhanced visualization to drive insights on which behaviors require coaching, and specifically for which individuals within the contact center. Using coaching and gamification modules, NPM helps elevate employee performance while simultaneously driving increased engagement levels.
Improving Agent Performance is a top contact center goal for 2022. NPM provides managers and supervisors with the visibility and insights related to all data (interaction, transactional, operational, behavioral, personalized per employee, and many others), so that they can coach and guide employees to achieve their best performance.
NPM drives employee engagement by focusing on the right coaching, gamification elements, and learning activities that benefit employees and make their roles more rewarding.
Primary Service: Automation, Workflow and IT Services
Secondary Service: Enterprise Data
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221 River St
New Providence, NJ 07030
+1 551-256-5000
https://www.nice.com/products/workforce-engagement/performance-management
Documents
Case study - Navigating the uncertainties of a highly remote workforce and seizing process improvement opportunities to optimize operations
Sentara Health Plan and NICE address the expectations of remote work and share a new approach they've implemented that has moved the needle on productivity from ~50% to 85%. This was shared at the Operational Excellence and Evolution of IT Value Visit, Portland, Maine, August 2022.
Presentation: Case study - Navigating the uncertainties of a highly remote workforce and seizing process improvement opportunities to optimize operations
Sentara Health Plan and NICE address the expectations of remote work and share a new approach they've implemented that has moved the needle on productivity from ~50% to 85%. This was shared at the Operational Excellence and Evolution of IT Value Visit, Portland, Maine, August 2022.