Today
High agent turnover, increasing costs and customer dissatisfaction is a challenge for many contact centers
The Current Approach
The traditional approach to agent management on a large scale is “one size fits all”
A New Approach
Adaptive WFO provides a personalized agent experience within the contact center processes
How It Works
Mulitchannel data is collected and run through advanced analytics
Automatic Process Gets Smarter Over Time
It’s A Win Win Win Situation
Happy Agents | Happy Customers | Happy Managers
When agents needs are met on a personal level using an automated process, then agents perform better, managers are free to achieve more and customers show greater satisfaction
For more information about NICE Systems, visit their website.
Author: Rachael Trickey
Published On: 10th Mar 2017 - Last modified: 29th Apr 2019
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