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.

Looking to find out more about Adaptive Workforce Optimization?

Get the latest NICE Newsletter featuring the Gartner report “How to Get Your Customer Service Employees to Care About the Customer”

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

  • 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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Events

Use the drop down menus to search for online and face-to-face events that will tell you more about Adaptive WFO.

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By event type

webinar

OVUM Webinar: Adapting Real-Time Analytics to Manage Customer Complaints

October 22, 2015

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Aberdeen Webinar: Real-Time Adaptation to Maximize Agent Expereinces

October 29, 2015

webinar

DMG Webinar: Transform the Enterprise by Adapting to Next-Gen WFO Analytics

November 3, 2015

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Webinar featuring Forrester: The Agent Journey within the Contact Center

December 1, 2015

webinar

DMG Webinar: How Optimizing the Back-Office Improves the Customer Journey

December 3, 2015

webinar

An Exclusive Look at the New NICE Adaptive Workforce Optimization Solutions

January 14, 2016

webinar

An Exclusive Look at the New NICE Adaptive Workforce Optimization Solutions

January 14, 2016

webinar

Improve Your Customer's Experience: Adaptive WFO with NPM and WFM

January 19, 2016

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Discover the Value Impact of Adaptive WFO on Interaction Analytics & Quality Monitoring

February 4, 2016

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Forrester Webinar: How to Drive Positive Action from Your Voice of the Customer Program

February 4, 2016

webinar

Discover the Added Value Impact of Adaptive WFO with Interaction Analytics & Quality Monitoring

February 4, 2016

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Gartner Webinar: The Impact of the Agent Persona on Adaptive Workforce Optimization

February 11, 2016

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Improve Your Customer's Experience: Adaptive WFO with NPM and WFM

February 18, 2016

webinar

Harness the Incredible Value of Real-Time Impact Analytics & Tools with Adaptive WFO

February 18, 2016

webinar

Forrester Webinar: The Revenue Impact of Customer Experience

February 25, 2016

webinar

Discover the Added Value Impact of Adaptive WFO with Interaction Analytics & Quality Monitoring

March 1, 2016

webinar

How Healthy is Your Voice of the Customer Program?

March 3, 2016

webinar

Separating Between the Ones Who Won't From the Ones Who Can't

March 3, 2016

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Forrester Webinar: Anchor Your Customer Experience Strategy in Customer Understanding

March 10, 2016

webinar

Your Customers are Omni-Channel. Are you?

March 15, 2016

webinar

Improve Your Customer's Experience: Adaptive WFO with NPM and WFM

March 24, 2016

webinar

Your Customers are Omni-Channel. Are you?

March 31, 2016

webinar

Your Customers are Omni-Channel. Are you?

March 31, 2016

webinar

Forrester Webinar: The Critical Link Between Emotions and Your Customer Loyalty

March 31, 2016