Some of your agents are born salesmen. Some are natural diplomats. Some are just great at explaining technical stuff. Isn’t it time you let them play to their strengths?
With NICE Adaptive Workforce Optimization, you can. You can build up a detailed picture of all your agents – their strengths, habits and preferences – and use the data to ensure they get the calls they’re best suited to handle. The result? Happier agents and a better experience for your customers.
Contact center agents are the single most important resource and at the same time, the most volatile factor in achieving great customer service. Learn how to optimize customer interactions by personalizing the agent experience through the entire employee journey.
You can also use the data to fine-tune your recruitment process, provide your agents with personalized training and guidance, and create a flexible, engaging and supportive environment that works for everyone – you, your agents and your customers.
Do the math
Can you afford it?
How To Balance Contact Center Needs With Agent Productivity Top performing WFO users are 60% more likely to empower agents with customer insights captured across multiple channels. Read the report to find out how to use actionable data to drive agent performance.
READ THE REPORT
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