High agent turnover, increasing costs and customer dissatisfaction, is the reality of most contact centers. The cookie-cutter approach to managing, training and evaluating agents has lost its edge. Adaptive WFO dynamically personalizes contact center processes at the individual agent level. It amplifies employees’ strengths, optimizes on-boarding and assigns the most suitable activities. Adaptive WFO empowers agents to make better decisions leading to improved productivity and satisfaction and reduces turnover.

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Do the math

  • Losing and replacing an agent can cost you as much as $20,000
  • On average 35% of contact center staff quit every year
  • For a contact center with 1,000 agents, that's a $7 million bill.

Can you afford it?

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Retain Your Best Agents with Adaptive Workforce Optimization (WFO)

Retain Your Best Agents with Adaptive Workforce Optimization (WFO)

Customer Experience  |  Contact Center Technologies  |  Workforce Optimization

Lauren Maschio, Product Marketing Portfolio Manager, Enterprise WFO

May 9th, 2016

Contact centers supervisors face a significant, ongoing challenge of high agent turnover. Statistics show that the average annual contact center agent turnover is in the thirty percent range, with some industries reaching over seventy percent.


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Make Your Agents the Most Valuable Player (MVP) of Your Contact Center Team

Customer Experience  |  Contact Center Technologies  |  Workforce Optimization

Lauren Maschio, Product Marketing Portfolio Manager, Enterprise WFO

June 27th, 2016

There is a strong correlation between delivering an exceptional customer experience and agent engagement. When agents are satisfied and engaged, they provide better service to customers. So why are only 32% of employees engaged in their jobs? Learn the reasons why agents are disengaged and how Adaptive WFO can create a more positive work environment...


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