NICE Adaptive WFO Infographic – Before and After


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.

Published On: 10th Mar 2017 - Last modified: 29th Apr 2019
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