Increase employee engagement. Improve customer service.

Your contact center is made up of a variety of characters. With NICE Adaptive WFO you can connect with them as individuals to ensure they’re fully engaged and motivated. And with more motivated agents, improved customer service will follow.

Find out why NICE was rated a leader in the Gartner Magic Quadrant for Workforce Engagement Management

The Key Benefits of Adaptive WFO

Happy employees,
happy customers

An engaged workforce is happier, more productive and more focused. With people like this in your team, the customers will reap the benefits.

Every reason to
stick around

By engaging employees in meaningful ways, they’ll be more motivated and less likely to leave. As a result, you can reduce agent attrition and maintain a strong workforce.

Bring stability to
your workforce

When employees stick around, you’ll need fewer new hires. That means less expenditure on recruitment, less onboarding, and a more experienced team.

Understand your team

See where their strengths and weaknesses lie and how best develop their skills.

“I’m an ideas factory!”

Character traits

Very enthusiastic and full of ideas – and they get results for the customer.

How AWFO can help

Gamification keeps them engaged and focused on their KPIs.

“I’ll take the night shift”

Character traits

Very industrious, but not great at thinking on their feet.

How AWFO can help

Providing personal objectives and tactical management goals to keep them engaged.

“Softly, softly is my style”

Character traits

Loves to chat, loved by customers, but not great at wrapping up calls.

How AWFO can help

Automatic performance scoring and real-time information to speed up call times.

“Adapt and survive!”

Character traits

Doesn’t like confrontations, so can be a bit of a pushover.

How AWFO can help

Optimized coaching and personalized training to improve their performance.

“I get things done”

Character traits

Likes to take charge and get things done, but can be a bit insensitive.

How AWFO can help

Personalized training and performance-based path recommendations.

What’s new?

Adaptive WFO eBook

Find out everything you need to know about Adaptive WFO, from engaging agents to analyzing metrics.

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