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| NICE Brings the Contact Center of the Future . . . Today! |
NICE Introduces a Whole New Way of Improving Your Contact Center's Business Performance
A new sales campaign is out. Call volumes significantly increase, and you need to understand what is happening with the business. Why are so many calls suddenly coming in? Are customers eager to buy? Or are they seeking clarification of a campaign that was unclear?
You also need to correlate actual sales results with planning for the workforce. Were enough agents scheduled at peak times to handle call volume increases? Were on-the-fly schedule changes effective? Did agents answer customer questions accurately? Did they meet sales targets? Or did they miss sales opportunities? And why?
If there was a way to answer all these questions, in real time, you would be able to better manage and improve performance of agents and the contact center overall.
NICE makes all of this possible. By combining the domain expertise and market leading solutions of NICE, IEX, and Performix, and applying state-of-the-art interaction analytics, NICE is bringing the contact center of the future . . . today!
Supervisors: How are agents/teams performing relative to pre-defined objectives? Who is excelling? Who needs help? Which agents are receiving the best feedback from customers? How does the performance of my team compare with other teams? Is there a correlation between my agents' adherence to scheduling and the quality of their interactions with customers?
In one unified dashboard supervisors can view KPIs such as quality monitoring results, customer feedback, adherence to scheduling - and compare results from among the agents on the team, as well as compare results from the department with other departments.
Agents: What is my schedule for the coming week? Have my scheduling bids been answered? What are my evaluation results? How do I compare with other agents on my team? What is the average customer feedback that I receive? In what areas do I need more training, more coaching?
Now agents can receive a holistic view of their own performance, versus their team's overall performance, and the contact center's performance, regarding the same critical KPIs that their supervisors are viewing, as well as get updates on their schedules and bids for shift changes.
Business Users: Which products are getting the most calls? Why are customers calling in about these products more than others? Is my marketing campaign effective? How is my telesales force doing? Are my customers happy with the service they are receiving from customer service representatives?
Business users also have one unified, holistic view of contact center and enterprise performance, being able to benefit from the wealth of information available in interactions and compare actual results to KPIs such as customer satisfaction, sales targets, competitive intelligence and more.
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Contact Center Business Performance & Analytics by NICE
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- Provides a holistic view of contact center business performance
- A broad set of solutions addressing all stakeholders in the contact center and decision makers in the enterprise
- Uniquely addresses the full spectrum of business issues ranging from operational to strategic
- Enables contact centers to leverage existing investments in QM, WFM, and any other contact center system
- Offers the leading solutions in QM, WFM, analytics, coaching, and performance management
- Supported by a global team of 500 service professionals, with extensive and unique domain expertise
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