Workforce Management Solution – Call Center Forecasting and Scheduling

Submitted by Anonymous on Tue, 06/15/2010 - 08:41
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The Leading Call Center Forecasting and Scheduling Solution

No two contact centers face the same challenges— even within the same organization. Their workforce management needs demand call center solutions that offer flexibility to fit diverse call center environments. NICE IEX Workforce Management solution combines an ultra-intuitive, easy-to-use, personalized interface with comprehensive, patented functionality designed specifically to deliver call center forecasting and scheduling to even the most complex call centers.
In today’s competitive market, you must be able to quickly anticipate customers’ needs and proactively respond to changing conditions to meet service goals. Still, you have to keep a watchful eye on the bottom line. Effectively balancing customer-focused service while meeting cost-driven operational requirements takes the right workforce management system.
 
Eleven U.S. patents have been awarded to NICE Systems for our NICE IEX Workforce Management. This award-winning software provides a centralized platform for optimizing call center performance. Its core capabilities include efficient call forecasting and agent scheduling, change management, robust reporting and results analysis. No matter whether centers process immediate-response contacts, such as inbound and outbound calls, and delayed-response contacts, such as email, mail and fax, the system can flexibly support single or multi-channel needs.
 

Key features of the NICE IEX Workforce Management solution include:

  • Agent Adherence– ensures all agents, including those handling more than one channel, are handling contacts according to plan
  • Multi-skill– enhances call center forecasting and scheduling to support skills-based routing in call center environments where agents have multiple skills
  • Other features address the unique needs of multisite organizations, back office operations and outbound call centers
The return on investment for workforce management technology lies in its ability to help call centers improve operational efficiency, customer satisfaction, cost savings and revenue. NICE IEX Workforce Management customers report gains in a variety of these areas. Plus, they also experience significant process improvements such as:

 

  • Average call forecasting accuracy improvements of 8.2 percent
  • Occupancy rate increases of 9.3 percent
  • Abandon rate reductions of 5.2 percent
  • Notable reductions in schedule shrinkage, overtime and administrative hours

NICE IEX Workforce Management solution handles the unique complexities of your call center with best-in-class capabilities, including:

    

  • Unmatched flexibility for multisite and single-site operations
  • Personalized, easy-to-use interface
  • Support for virtually any scheduling methodology
  • Change management and adherence tools to keep the day track
  • Web-based self-service tools to manage schedules, performance and time off
  • Visibility into performance through advanced dashboards, scorecards and reports
  • Embedded multi-skill simulation to fully leverage skills-based routing and multi-skilled agents
  • Multisite management to support virtual environments from both the site- and enterprise-level
  • Multidimensional visibility to centrally manage multi-departmental and multisite organizations
  • Multi-channel support to manage dedicated and blended inbound, outbound, multimedia and back office environments
  • Multiple language support from a single platform
  • Open, scalable architecture
  • Expanded integration to seamlessly integrate with automated call distributors and other enterprise applications