Multi-Channel Planning and Scheduling for Contact Centers

Submitted by Anonymous on Wed, 06/16/2010 - 09:01
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Forecasting and Scheduling for All Contact Types

The multi-channel capabilities of NICE IEX Workforce Management deliver the power and flexibility to help your multi-channel contact center run smoothly and efficiently. Even if your contact center handles only inbound calls today, your business strategies to serve your customers may change. With functionality from NICE, you can be assured your system can handle all your communication channels, now and into the future.
While the dynamics of the contact center have changed dramatically over the past 10 years, its fundamental purpose remains unchanged. The center’s success depends on positive customer interactions. Whether customers communicate with the center via phone, e-mail, Web, IVR or fax, the experience shapes their opinion of the company.
 
NICE IEX Workforce Management simplifies multi-channel contact planning and scheduling, enabling your operation to optimize resources and provide consistent service across all channels. The NICE IEX Workforce Management system offers channel appropriate forecasting and scheduling algorithms along with intraday management to ensure your multi-channel contact center runs smoothly and efficiently.
NICE IEX Workforce Management multi-channel planning and scheduling allows you to deliver to your customers the service they expect and deserve via the communication means they choose.
 
Easily balance staffing costs with service levels through flexible service level definitions that can vary by contact type, day of week, time of day and date range. Save on staffing costs through advanced algorithms that plan deferrable work during periods of overstaffing for phone work.  Make sure that customer service is not jeopardized by tracking backlog work to allow management to make sure the backlog does not get too large. 
NICE IEX Workforce Management provides a single, integrated platform for managing service delivery across all channels of communication. Its key features include:
 
  • Flexible Service Levels allow you to specify service level goals for each type of customer contact, even multiple goals within the same contact channel, such as email.

 

  • Channel Appropriate Forecasting uses the forecasting methodology appropriate for each type of customer contact channel, providing the forecast accuracy your center needs to schedule resources effectively.

 

  • Change Manager automatically keeps you updated on the interval-by-interval performance of all your customer contacts as the day unfolds.

 

  • Backlog Management allows you to track backlog to make sure it is not getting too large or too small, and “what-if” features help you determine the best way to lower the backlog of work.

 

  • Works with NICE IEX Workforce Management’s Multi-skill feature for accurate forecasting and scheduling in centers where agents support multiple skills and contacts.