Featured Article
NICE Boosts WFM with New Capabilities
Workforce management programs are a necessity in modern contact centers. Improving the way agents work, as well as how quickly and efficiently they respond to customers, is critical for business success. To help organizations meet this need, NICE recently announced new innovations for its WFM suite to empower agents and optimize digital channel management.
NICE WFM version 7.4 now includes better planning and forecasting accuracy as well as employee engagement tools and scheduling enhancements.
This latest release is a response to the massive increase in digital channel adoption over the last year. According to company officials, these new changes across organizations are adding complexities that need to be addressed. In particular, the way WFM forecasting and scheduling are handled.
“The ways in which customers engage with organizations has shifted dramatically with customers expecting businesses to meet them at their digital doorstep,” said Barry Cooper, President, NICE Workforce and Customer Experience Group.
A particular focus was placed on digital channel staffing needs with this latest update. This includes new call center scheduling capabilities for added flexibility, channel customization, and scheduling options. The update also includes new features for threshold discernment and priority selection to help businesses focus on service goals.
Other innovations include NICE Employee Engagement Manager (EEM) version 8.7 , offering employees and supervisors better control over daily activities. With Adaptive Breaks and Lunches, they can intelligently automate intraday management without disrupting customer satisfaction.
“NICE is excited to be the first to offer integrated forecasting and scheduling capabilities that redefine core WFM processes, drive agile adoption of shifting customer preferences while optimizing digital channel management to meet service goals and deliver best in class CSAT, ” said Cooper.
The added benefit of digital-savvy WFM programs is helping businesses achieve 3.6x greater year-over-year (YoY) growth in agent productivity (15.0% vs. 4.2%) and 3.0x greater YoY increase in agent utilization rates, according to a report from Aberdeen Strategy & Research.
Edited by Luke Bellos