New WFO Solution Personalises Agent Experience


NICE Systems has launched Adaptive WFO, which creates personalised experiences for contact centre agents.

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 multichannel data, such as CSAT scores, Average Handling Time, coaching results, First Contact Resolution, tenure, past work experience and education.

This enables organisations to pinpoint an agent’s strengths and weaknesses, whether they perform better in the morning or the evening, and which incentives really motivate them. The persona is also determined by data created from applying predictive analytics to customer interactions and categorising all observed behaviours.

Companies can then match these factors with an understanding of the cross-channel customer journey, allowing them to establish dynamic, personalised processes, as well as an empowering working environment that can lead to better customer service.

This new approach to workforce optimisation aims to provide:

  • Increased service levels through flexible persona-based routing, scheduling and forecasting
  • Tailored onboarding and coaching that adjusts the learning path for each employee, automatically reducing manual processes
  • Improved CSAT through tighter alignment between customer experience and agent performance
  • Personalised engagement plans to improve employee retention
Miki Migdal

Miki Migdal

“Service agents personify the brand of any company as they have the greatest exposure to customers. This means that organisations must invest in engaging and empowering these employees at least as much as they invest in understanding their customers’ journey,” said Miki Migdal, President of the NICE Enterprise Product Group.

For more information about NICE Systems, visit their website.

Published On: 18th Nov 2015 - Last modified: 22nd Mar 2017
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