Changing Work Schedules the Smart Way

Watch EEM in Action

How Can EEM Extend Your Current WFM System?

employee engagement tool org chart icon

Covers staffing gaps

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Targets specific agents for additional hours and voluntary time off

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

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

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Ensures up-to-date intraday coverage

Realize Increased ROI with Intraday Automation


Increase in occupancy


Reduction in average
customer wait time


Reduction in average
handle times


Agent utilization


Agent retention


Decrease in schedule
change admin hours

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


Changing Demographics are Shifting Agent Sat Drivers

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

Most Millennials 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

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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

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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

Supervisor at call center

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

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