Infinite Reporting & Timely delivery

We use NICE CXone for scheduling and integrated with Call Center Technologies to leverage in-call metrics. It is also integrated into the CRM for agents to view scheduling with-in Salesforce. It is also used to create metric reports for call center management and agent coaching. NICE CXone provides insights into the call flow of agents, in bound or outbound analysis of agent call volume is helpful when determining what are the agents barriers. The reports are easily expanded to allow for specific information or it can be generalized to get the big picture of the agents performance.

Agent coaching requires metric data and some analytics to guide agents towards metric goal achievement. Having the ability to leverage inbound and outbound call log reports and review the information with the agent provides the frontline worker with key insights to do their job better. It is the responsibility of the manager to present this information to the agent in as many ways as possible to improve agent job performance. The NICE CXone platform allows the user to generate different kinds of reports that improve the overall perspective of how well the job is being done.