How EEM solves Real Time Performance
Management Scenarios

  • Covers over and under staffing gaps to remove operational in-efficiencies

    Covers over and under staffing gaps to remove operational in-efficiencies

  • Targets specific skilled agents and associated preferences for additional hours

    Targets specific skilled agents and associated preferences for additional hours

  • Intelligent engine applies user-definable business rules to current staffing conditions

    Intelligent engine applies user-definable business rules to current staffing conditions

  • Alerts agents, supervisors and administrators of relevant information in real time

    Alerts agents, supervisors and administrators of relevant information in real time

  • Ensures up-to-date intraday coverage to support the best customer service levels

    Ensures up-to-date intraday coverage to support the best customer service levels

Changing Work Schedules the Smart Way

Changing Work Schedules
the Smart Way

Watch EEM solution empower employee
engagement and solves business staffing

A Growing Gap Between Employer and Employee
A Growing Gap Between Employer and Employee

The Challenges of balancing organizational and employee needs in the modern contact center. Find out about Nice Employee Engagement Manager solution for the contact centers.

The State of Intraday Workforce Management in Today’s Contact Centers
The State of Intraday Workforce Management in Today’s Contact Centers

Explore best practices and techniques contact centers are using to adjust and refine WFM through intraday planning and management.

Realize Increased ROI with Intraday Automation

5-10%

Increase in occupancy

10-25%

Reduction in average
customer wait time

12-20%

Reduction in average
handle times

20%

Agent utilization
improvement

45%

Agent retention
improvement

70-85%

Decrease in schedule
change admin hours

Realize Increased ROI with Intraday Automation

Changing Demographics are Shifting Agent Sat Drivers

70% of contact center agents in the US are now Millennials

Most Millennial's consider schedule-change empowerment more important than opportunities for pay or career advancement.

Leading contact centers are going to “uberize” their scheduling practices with a new class of adaptive scheduling techniques, tools and best practices.

Source: US Department of Labor Millennial Research Study
Changing Demographics are Shifting Agent Sat Drivers
  • Agent Benefits
  • Supervisor Benefits
  • Administrator Benefits

Work-Life Balance through Self-Service Scheduling Flexibility

  • Real-time, anytime, anywhere mobile app self-scheduling - change schedule requests
  • Self-swap or trade hours with other agents
  • Time off requests
  • Personalized extra hours opportunities
  • Approvals are immediate and automatic
Work-Life Balance through Self-Service Scheduling Flexibility

Delivers Greater Staff Optimization and Lets Supervisors Focus on Coaching the Team

  • Mobile-friendly dashboards that enable intraday monitoring
  • Real-time visibility into communication between agents and administrators
  • Intraday VTO/OT empowerment
Delivers Greater Staff Optimization and Lets Supervisors Focus on Coaching the Team

Improve Productivity Through Automation and Faster Analysis

  • Adjust schedules in the future
  • Rules-based automatic approvals on agent requests
  • Automatic updating of WFM
  • Alerts for staffing adjustments
Improve Productivity Through Automation and Faster Analysis

Get in Touch

If you'd like to speak to a specialist, please fill in our contact form and we'll call you right back.