NICE Perform allows Team Leaders to access and listen to agent calls using a desktop application on their own work stations.  These managers can then provide agents with instant feedback, emailing them customised training and coaching packages to improve their performance. 

With more efficient call monitoring processes in place, managers have more time to spend on activities which improve performance. As well being able to target training and coaching more effectively, managers can identify examples of best practice in call-handling which can be circulated to other members of the team. 

NICE Perform also has a range of analytic tools which provide valuable insight for managing campaigns including word spotting, emotion detection and voice analysis. Data can be extracted and analysed on a number of criteria, with the results presented in an effective visual format. Examples of how we apply this on behalf of our clients include compiling competitor information through word spotting, and modelling the ‘perfect call’ through deeper analysis of successful interactions.