Paramus, NJ, USA, Nov 2, 2015 -- NICE Systems (NASDAQ: NICE) announced that it is transforming its approach to Workforce Optimization (WFO) by personalizing the organization-employee relationship in order to drive engagement and improve performance in the contact center.
Adaptive WFO creates a workforce planning, management and engagement environment that adapts in real time to the agent persona. These personas are generated based on advanced multi-channel analytics data, such as CSAT scores, average handles times (AHT), coaching results, first-contact resolution (FCR), tenure, past work experience and education.
Miki Migdal, President of the NICE Enterprise Product Group
"Service agents personify the brand of any company as they have the greatest exposure to customers. This means that organizations must invest in engaging and empowering these employees at least as much as they invest in understanding their customers' journey. The concept of Adaptive WFO focuses on personalizing all of the contact center processes that affect employee performance, from recruiting to scheduling and coaching, in order to drive greater improvements throughout the operation and help companies drive perfect experiences for their customers."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Wednesday, November 4, 2015
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