Workforce Management Advanced Capabilities

Submitted by Anonymous on Wed, 06/16/2010 - 13:27
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High Performance Workforce Management

NICE IEX Workforce Management is a comprehensive set of tools for making your call center achieve higher levels of performance. Advanced features are available to take your call center to the next level. These features address the unique operational challenges of managing multiple contact channels, agent self-service, real-time schedule adherence, performance management, outsourced operations and enterprise-level data integration. Go beyond workforce management to high performance workforce management.
Your operations are spread across multiple sites and managing performance isn’t as simple as monitoring a few metrics. As your contact center operations become more complex, you need workforce management software that’s comprehensive enough to achieve maximum performance.
 
NICE’s advanced features for workforce management give you visibility into events with up-to-the-minute performance information, automate routine tasks, and simplify data exchange between critical contact center systems and applications. They also add real-time schedule adherence and self-service tools to boost agent productivity and job satisfaction. Plus, if your organization employs outsourced call centers or handles outbound calls, NICE IEX Workforce Management delivers features to help ensure you meet your objectives, too.
 
Workforce Management Advanced Capabilities
By providing a wide variety of tools to address the needs of your business, NICE IEX Workforce Management provides you visibility and tools to optimize agent effectiveness and manage multiple contact channels. 
 
Depending on the features your center chooses to implement, you can expect to:
 
  • Reduce paperwork by automating time-consuming administrative tasks
  • Understand and correct agent schedule adherence in real time
  • Conduct time off planning and schedule bidding online
  • Gain a clear understanding of goals versus results
  • Obtain visibility into outsourced operations
  • Seamlessly exchange data between enterprise applications
The advanced features for NICE IEX Workforce Management include:
 
  • Real-Time Adherence provides real-time reporting and allows managers to monitor and track compliance with schedules.

 

  • Time Off Manager automates time off planning and enables agents to bid for time off-time online.

 

  • WebStation gives agents and supervisors Web-browser access for viewing schedules, monitoring performance and automating common tasks.

 

  • SmartSync Exchange simplifies the exchange of data with other contact center and enterprise systems.

 

  • Outsource Manager extends the benefits of the NICE IEX Workforce Management to outsourced operations.

 

  • Multimedia provides a single tool for call center forecasting and scheduling, and managing all contact channels.

 

  • Call Center Performance Management provides a comprehensive solution for tracking, reporting and managing performance throughout all levels of your contact center operation. With pre-built metrics, key performance indicators, dashboards, scorecards and reports.