© ContactCenterWorld.com
www.ContactCenterWorld.com

NICE Introduces Adaptive Workforce Optimization

#contactcenterworld
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."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prnewswire.com

Date Posted: Wednesday, November 4, 2015



About ContactCenterWorld.com
ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today.