Calculate the Operational Benefit of Proactive Staffing Optimization in Your Contact Center

Your agents and WFM admins are making schedule changes every day that impact staffing. By answering the quick questions below, you can see the potential benefit of the proactive staffing solution from NICE Employee Engagement Manager (EEM).

#1

How many employees do you have in your WFM systems?

0 10,000
#2

What is your type of contact center?

Service Org BPO Sales Org Collections
#3

Metrics: General ?

x

Each field contains the average metrics we've seen at the leading contact centers we work with. Feel free to use these estimates if you are unsure about exact numbers

Agent hourly pay (non-loaded) (USD)

$0 $30

WFM administrator hourly pay (non-loaded) (USD)

$0 $60

Average labor time (in minutes) for a WFM admin to research and complete a schedule change request

0 Min 30 Min
#4

Metrics: Voluntary Time-Off ?

x

Each field contains the average metrics we've seen at the leading contact centers we work with. Feel free to use these estimates if you are unsure about exact numbers

Number of ‘voluntary time-off’ (VTO) schedule changes per agent, per month

0 10

Average hours in each VTO schedule change

0 10
#5

Metrics: Extra Hours ?

x

Each field contains the average metrics we've seen at the leading contact centers we work with. Feel free to use these estimates if you are unsure about exact numbers

Number of 'extra hours' (EH) schedule changes per agent, per month

0 10

Average hours in each EH schedule change

0 10

Specific to your Services organization:
Average cost per hour of high occupancy and abandoned calls due to understaffing

Specific to your BPO organization:
Average hourly benefit associated with staffing-up based on client demand

Specific to your Sales organization:
Average lost revenue per hour of missed interactions due to understaffing

Specific to your Collections organization:
Average cost per hour of lost delinquency collection due to understaffing

$0 $50
#6

Quick Report

Estimated benefit of $ in Year 1 of NICE EEM.

Estimated Operational Benefit

Estimated operational benefit encompasses (1) the financial value of all transactions being processed through EEM, and (2) efficiency gains, revenue gains, penalty avoidance and substantial labor cost savings delivered by NICE EEM. Estimate also assumes an 80% participation rate (i.e. active usage) among employees with EEM.

Please fill in the form below and one of our representatives will contact you for a more detailed return on investment (ROI) assessment.