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.