A leading mobile operator committed to providing not only the best network but also the best customer service wanted to empower its frontline agents with the ability to understand how their own performance drives customer satisfaction. The organization turned to NICE’s Workforce Optimization solutions, leveraging NICE Performance Management’s (NPM) ability to make use of data from NICE’s Nexidia/ENLIGHTEN for more powerful insights and reporting.
Together, the solutions provide multiplicative benefits to the operation, enabling organizations to more effectively consolidate and contextualize data down to what is most important, identify improvement opportunities, operationalize insights and transform behaviors through SMART coaching and programs, ultimately realizing a faster ROI from all of their workforce and a more engaged workforce. For the telecom, that translated into a 230% increase in NPS, a 46% increase in employee satisfaction, a 23% increase in first-call resolution and a 15% reduction in administrative headcount. Perhaps more importantly, they delivered changes that benefit the organization’s frontline teams day-to-day, making them accountable and self-managing.
Service centers already rely on NICE Performance Management (NPM) to bring together comprehensive KPIs that provide a full and accurate picture of the organization’s operations and deliver coaching targeted at improving those metrics. What’s been missing, however, has been the ability to measure employee behaviors. Historically, that has been left to the discretion of supervisors in the form of employee reviews and evaluations of interactions.
Now, service centers can rely on NICE ENLIGHTEN for help. Through its ML modeling, NICE ENLIGHTEN can measure sentiment and behaviors that are being or have been exhibited in interactions. The solution allows service centers to analyze every interaction and remove any guesswork about what is occurring in the interactions.
NICE is now offering a productized integration that allows customers to bring NICE ENLIGHTEN data into NPM for:
- Goals management across individuals and teams.
- Further analysis with other data to get a complete picture of performance and understand where to focus actions and activities to further improve the operation.
- Coaching and creation of SMART programs so that the best steps and actions can be taken to impact the relevant KPIs and the associated behaviors.
- Turning the behaviors discovered by NICE ENLIGHTEN into prescriptive coaching sessions and activities.
- Measuring the impact of coaching and other learning activities on behaviors and performance.
- Gamification elements, which can be better structured on an individual or team basis to drive employee learning through the use of challenging and rewarding activities that specific to targeted KPIs and behaviors.
Within NPM, supervisors also have access to audio and screen recordings of customer interactions. Each organization can define the metadata per interaction as well as the type of data grouping, such as behaviors and activities, that are tracked. Any relevant Nexidia data, including NICE ENLIGHTEN, can be brought into NPM on a daily scheduled basis through their data export utilities (DEU). The integration includes one pre-defined dashboard set focused on sentiment analysis.
At the telecom, contact center leaders were able to use NICE ENLIGHTEN data and NPM to refine its insights, including analyzing every single customer call. Together, the solutions enabled the organization to manage performance through operations, including quickly and easily targeting individual coaching and increasing confidence among employees and customer alike. And they also empowered employees with the data and tools needed to understand their own performance and self-improve. Learn more about the NPM and NICE ENLIGHTEN integration here , including use cases, technical details and more.
