NICE Performance Management
Consolidate Data, Operationalize Opportunities and Drive Engagement with Performance Management Solutions
NICE Performance Management (NPM) is the only comprehensive, adaptive solution able to motivate contact center agents to constantly reach higher – and make it easier for them to excel. With effective, engaged employees, your business goals, such as increasing efficiency, optimizing the customer experience, and growing revenue, are within reach.
Organizations striving for such operational excellence must overcome three major interrelated challenges:
1. Seeing the Forest and the Trees
There is an overwhelming amount of data on employee performance, workforce effectiveness and workflow efficiency available today. A standard contact center can measure customer survey results, first contact resolution, average wait time, conversion rates, calls per hour, abandon rates, average handle time, call wrap-up, forecast accuracy, cost per call, agent attrition and absenteeism, call sentiment, quality scores and more. And they all have to be tracked and analyzed.
NPM brings all of these performance metrics together with out-of-the-box integrations with all NICE components and third-party data sources to provide a full and accurate picture of your organization’s operations. Powerful analytics draw insights from both the individual metrics and the interplay between them (e.g., Is there a correlation between one metric and another? Is it causation? What does the combination of metrics tell us that an isolated measurement does not?).
With such insights, NPM constructs comprehensive and useful KPIs that reflect the relative weight of each metric based on its importance to the business. The KPIs are expressed as goals, with progress toward them visible at any time to employees based on their role within the organizational hierarchy (group managers see their group’s score; team leaders see their team’s score, and each agent can see their own score as well as comparisons with their colleagues).
If a goal is not met or performance trends downward, NPM automatically alerts the relevant employees and provides specific insights into the drivers behind the poor results. This also identifies exactly where managers should be directing attention to keep agents at the top of their game.
Contact center managers can see the full forest – and still cultivate each and every tree.
2. Moving from Analysis to Action
Once the data is clear, attainable goals are identified and employees know where efforts should be concentrated, the next step is to operationalize the information. This means actionable guidance focused directly on individual employees and their professional improvement.
NPM identifies exactly what is needed to improve performance, who needs to do it, and how through a structured program that drives employee action through adaptive personalization: the SMART Program.
- S – Specific: The program automatically identifies specific employees who require a performance plan and the metrics that need to be addressed.
- M – Measurable: The performance plan includes defined objectives to be achieved, including interim milestone awards to increase employee engagement.
- A – Adaptive: The performance plan includes recommended tasks that are specifically selected to help individual employees achieve their objectives.
- R – Relevant: The performance plan is tweaked for maximum relevance and impact by including employee focus areas and soft skills most relevant to the overall objectives and to the specific employee.
- T – Time-Bound: The effects of the performance plan are measured after a set amount of time, so the plan can be continuously improved and refined as needed.
SMART performance plans, as opposed to traditional coaching, are both personalized for specific agents and structured as part of a larger business initiative targeting defined metrics. The result is enabling employees to improve their performance independently while driving the achievement of wider business goals.
3. Engaging Employees to Improve Performance
Even after obtaining the best data and formulating an optimal action agenda, employees must be motivated to drive results.
Thanks to self-service channels, online FAQs, and the like, contact center agents are faced with more complex requests than in the past, and customer patience is lower, with the expectation of instant, personalized responses. Simultaneously, organizations have realized that customer experience is the key differentiator in today’s market. Contact center agents have been feeling the pressure, which has become a major factor in the high rate of attrition in the industry.
The best way to reduce that kind of turnover is (surprise!) not related to money, but rather to employee engagement. Agents need autonomy to complete their work, mastery to get better at what they do and a defined purpose to know and care about organizational KPIs.
The NPM SMART Program takes each employee’s preferences and historical results into account, selecting tasks and pursuits tailored to engage them and enable them to achieve their goals. As an employee’s performance improves, achievements are highlighted immediately for both the agent and the supervisor through NPM, enabling the supervisor to quickly recognize the employee’s progress.
Treating employees as individuals – and helping them align with business goals through personalized feedback and engaging tools like gamification – has a positive effect on autonomy, mastery and sense of purpose. These three elements, in turn, play a critical role in agent motivation.
And the results are self-evident: NICE clients using NPM report a 50 percent increase in employee engagement and satisfaction.
Performance Management Redefined
NPM is the only adaptive workforce management solution focused on individual employees and on cultivating their engagement. Bring NPM into your organization to consolidate and contextualize data, identify improvement opportunities, operationalize insights, transform behavior, and realize a faster ROI from all of your workforce resources.