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Workforce Management Automation

Empower teams
with EEM

Employee Engagement Manager (EEM) gives agents control over schedules with mobile self-service tools and automated intraday adjustments.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Drive engagement with automation

Automate intraday tasks, empower employees with self-service, and optimize staffing adjustments anytime, anywhere.

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Meet SLAs with flexible staffing

Adjust schedules in real time, empower agents through self-service, and align staffing to demand.

Manage schedules from anywhere

Enable agents to manage their schedules with self-service tools for shift trades, time-off, extra hours, and KPI visibility.

Automate actions with AI rules

Use AI to create and manage business rules, automating actions while providing full visibility into staffing impacts.

Give agents more control

Reduce attrition by offering employees flexibility in their schedules and involving them in the scheduling process with self-service tools.

Workforce harmony in action

Automate staffing tasks and improve schedule flexibility while driving coverage, performance, and retention.

Prevent dips in performance with timely notifications that help agents self-correct and stay focused.
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Free up admin time by auto-approving preapproved changes. Let agents act on opportunities like extra hours or time-off without supervisor involvement.
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Put schedule control in agents’ hands with mobile tools for time-off requests, shift swaps, and performance visibility.
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Keep coverage aligned with real-time demand using smart reforecasting, resimulation, and automated schedule adjustments.
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Avoid penalizing agents who stay in long calls. Automatically adjust their schedules to reflect the time spent helping customers.
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Reward agents for picking up less desirable shifts like nights or holidays with earned shift currency and recognition.
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Engagement in every shift

See how intelligent automation helps you boost performance, improve flexibility,
and keep teams connected.

Success stories

See what global CX leaders are saying

CVS Caremark drives retention and alignment with NiCE EEM

3,800+

schedule changes automated daily

85.9%

of agents say EEM access is vital

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Travel + Leisure Co. exceeds agent engagement goals with NiCE EEM

83%

EEM adoption

longer planning window for analysts

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Fiserv gains efficiency and visibility with NiCE EEM

15 hrs

per month saved on overtime approvals

Simplified

time zone management for hybrid teams

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Entain collects quick wins with NiCE WFM and EEM

91%

reduction in forecasting time

4.2/5

Employee satisfaction score

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PSCU automates over 71,000 transactions a year with NiCE EEM

75%

monthly drop in absenteeism

increase in self-service hours

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Your EEM toolkit

Learn more about how EEM drives savvier staffing and happier teams.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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Workforce Management Automation: FAQs

NiCE EEM is an intraday command center for workforce management, powered by AI-enabled business rules and insights. It gives agents mobile self-service tools to adjust schedules, trade shifts, and request time off while it quietly automates staffing updates in the background.

EEM automates real-time staffing changes, so your service levels stay on track even when demand shifts. Agents can manage their own schedules, and leaders can see the impact instantly without manual approvals or bottlenecks.

With EEM’s mobile app, agents can swap shifts, pick up extra hours, or request time off from their phone. They see updates instantly, so they can plan life around work without waiting for a manager’s reply.

By giving agents more control over their schedules and rewarding flexibility, EEM helps them feel valued and in control. Happier agents are more likely to stay, which keeps experience levels high and hiring costs low.

EEM can create real-time alerts for Adaptive Events and automatically adjust an agent’s schedule when they need a break, while keeping overall schedules for the day on track.