Workforce Management Core Capabilities

Submitted by Anonymous on Tue, 06/15/2010 - 07:41
Show Lobby links: 
Do not show a Lobby

A Solid Foundation for Workforce Management

NICE IEX Workforce Management provides a centralized platform for optimizing the performance of your contact center. It helps your center forecast and plan more accurately and schedule more effectively. It also gives you intraday management tools for total visibility into every area of your operation— visibility you need to deliver great service at the lowest possible operating cost.
Built with smart architecture, with either single or multiple server configurations, NICE IEX Workforce Management is easy to install, back up and maintain. Its core capabilities are based on powerful, patented call center forecasting and scheduling technology to improve any center’s efficiency. Fully integrated planning functions help you create sound plans to achieve near-term and long-range success. Users find its intuitive menu structure and personalized screen preferences easy to navigate. Yet, right from its core, NICE IEX Workforce Management solves call centers’ most complex problems.
 
Whether you handle inbound calls, outbound calls or both, run your own call center operations or outsource them, NICE IEX Workforce Management provides everything you need— call center forecasting, planning, scheduling and daily management capabilities— to achieve meaningful results.
NICE IEX Workforce Management gives you the core capabilities your call center needs to improve business performance:
 
  • Lower labor costs through more accurate forecasting and greater scheduling efficiency, employing easy-to-use tools for managing agent productivity.

 

  • Reduce administrative time by automating manual processes and streamlining tasks.

 

  • Minimize agent attrition and maximize agent satisfaction by providing agents with insight into their performance and control over their schedules.

 

  • Reduce operating expenses by reducing overall average speed of answer, thereby reducing telecom-related costs.

 

  • Achieve service-level objectives by meeting service goals consistently throughout the day and increasing customer loyalty.

 

  • Increase first call resolution by efficiently scheduling the right number of agents with the right skills at the right time in skill-based routing environments.

 

  • Decrease call-waiting times and unplanned shrinkage through use of historical schedule adherence tools. In point-of-sale and collection environments, this results in greater revenue.

 

 

Workforce Management Core Capabilities

The core functions of NICE IEX Workforce Management include:
 
  • Forecaster- Generates accurate forecasts using patented, self-adjusting algorithms.

 

  • Planner- Provides long-term hiring and budget planning with the ability to perform “what-if” analyses.

 

  • Scheduler- Generates schedules based on rules you choose and offers preference-based scheduling and schedule bidding.

 

  • Change Manager- Presents updated information throughout the day, allowing you to make timely, informed decisions in real time and under changing conditions.

 

  • Multi-site- Offers a single, cohesive view of the entire enterprise and the ability to plan, forecast, schedule and manage change across multiple locations, including outsourced operations.

 

  • Multi-skill- Creates staffing requirements and effective agent schedules using patented embedded simulation of ACD and network-level routing rules.

 

  • Historical Adherence- Provides comprehensive historical reports of agent schedule adherence, allowing supervisors and managers to view and document agent performance, individually or in groups.

 

  • Report Manager- Enhances performance by providing reports and analysis for use by agents, supervisors and planning personnel.

 

  • Administrator- Ensures that critical audit and control processes are protected through advanced security and permissions.