Self-Planning Leads to Schedule Flexibility, Agent Autonomy and Time Savings

Overview

N-Allo, a Belgian BPO contact centre, streamlined and improved scheduling processes and enabled self-planning and greater schedule flexibility for its student agents. Using Availability Points and SmartSync, features of NICE Workforce Management, and NICE Value Realization Services (VRS), the team was able to reduce administrative burden by 88% relative to their student agent population. This saves 2 hours per week for WhatsApp request handling and 6 hours per week for schedule management. Read on to learn how N-Allo achieved these successes.