Performance Management

IEX Corporation, a NICE Systems company, is a leading provider of workforce management and performance management solutions for contact centers. Over 3,000 contact center sites with more than 1 million agents in over 50 countries rely on our workforce optimization solutions to plan and optimize the performance of their agent workforce.

To monitor and assess the performance of an agent, contact centers for years have been implementing and using applications that capture interactions. Supervisors and managers then evaluate these interactions to determine how much coaching and/or training an agent may need to improve performance.
8/27/2008

NICE Systems has announced its revenues reached a record of $155.3 in the second quarter of 2008, which is up 22.2 percent year-over-year.
8/6/2008

Mobile operators and cable and satellite TV providers do not score as well as hotels, retailers, insurance firms or even the government in contact center performance, according to a study conducted by CFI Group. In fact, video providers and PC firms score lowest among eight industry verticals studied. Hotels and retailers scored highest.
8/4/2008

This research found that more than two thirds of agents have trouble hearing calls; 30 percent of agents take more than five minutes to login at the start of the day; a third of agents use five or more application passwords to carry out their daily role; and more than 40 percent of agents experience slow running IT systems every day.
7/18/2008

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