Workforce Optimization Solutions
Engage employees for a performance driven culture
NICE Workforce Optimization is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. It fosters performance-driven operations and culture, leverages the power of advanced analytics, and embeds the Voice of the Customer into daily operations to engage employees.
Only NICE has a Performance System that can serve as a single source of truth-connecting systems from across your organization. No more silos. Align your employees around clear, individual goals and performance data. A performance driven culture with heightened transparency creates Increased front line employee productivity and revenue generation, Targeted agent training to address knowledge gaps, Accoutability to accelerate performance metrics across time.
NICE puts valuable insight at the fingertips of the frontline. Each employee can drill from surface metric to root cause to understand how they can improve. We apply speech analytics and text analytics in real-time to guide interactions and provide the best experience at every interaction. When insight is readily available organizations can:
Improve customer service by understanding why customers call
Automate quality management process, pushing calls for evaluation based on predefined rules
Solve service issues on the first contact and prevent follow-up calls
NICE helps supervisors target their energy at the people and topics that will benefit most. Amplify this change with social technologies to encourage collaboration and gamification to focus every employee on the right objectives and behaviors. When the focus shifts to keeping employees motivated and engaged you:
Allow employees to own their schedules while meeting staffing requirements
Create opportunities for social collaboration and best practice sharing
Increase training and fill knowledge gaps with Gamification
Performance Driven Culture
Let us tailor NICE Workforce Optimization to your specific business needs, helping you find the right point of entry and setting a complete transformation roadmap. Our suite can be implemented on-premise, as a hosted solution or via software as a service (SaaS). Helping your organization focus on driving performance, engaging employees and satisfying customers.