Workforce Optimization

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Contact centers are continually challenged to do more with less—keep labor costs in check and improve efficiency across all levels of operations. NICE Workforce Optimization Suite enables organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions, while maintaining optimized use of resources.

 

NICE Workforce Optimization is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. It fosters performance-driven operations, leverages the power of advanced analytics, and embeds the Voice of the Customer into daily operations.

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Workforce Optimization
Drive employee performance, improve customer experience and decrease cost with active WFO
Performance ManagementPerformance Management
Turn service operations into high performance, data-driven organizations
Workforce ManagementWorkforce Management
Advanced forecasting and scheduling capabilities with built-in multi-skill and multi-site capabilities
Interaction AnalyticsInteraction Analytics
Analysis of interactions across multiple contact channels using speech, email, chat, desktop and call flow analytics
Quality ManagementQuality Management
Manage and improve quality of service at the agent level and align contact center and business strategy
Real-Time Guidance & AutomationReal-Time Guidance & Automation
Next-best-action recommendations to agents in real time during phone or chat interactions with customers
Call Center RecordingCall Center Recording
Capture call center calls for regulatory compliance, or record a random sampling of calls for quality management
GamificationGamification
Looking for new and better ways to engage your employees? Turn on gamification.