One of the first steps businesses should take when attempting to maximise customer experience (CX) and improve the satisfaction of their customers is to ensure that their employees are happy and satisfied in their roles, too.
With this in mind, NICE have developed a series of Workforce Optimisation tools that agents can utilise to gain greater insight into their overall performance within the contact centre environment, helping them recognise the impact they have on the company and what they must do to become more successful in their career.
As a result, NICE claims that agents are able to deliver much greater service to their customers and maximise their potential to ensure they, the customer and the business all benefit equally – but how do they accomplish this goal?
To find out, we decided to write a detailed review of these Workforce Optimisation tools that explains what they do and how they can help improve the way agents engage with their customers.
What can it do?
First, we decided to take a look at the NICE Adaptive WFO (workforce optimisation) solution that helps improve employee engagement and performance by personalising the contact centre process for each individual agent based on their metrics, attributes, and preferences. By analysing their behaviour and how they handle calls, NICE Adaptive WFO gives businesses a much clearer understanding of their employees and carries out appropriate actions to ensure they remain focused and engaged throughout the day.
Next, there is the Cross-Channel Interaction Recording feature that will automatically document and store every contact across every channel with the contact centre, giving a rich and insightful catalogue of data which can be used to learn more about what the customer expects from a call and how agents go about handling their requests.
In addition to this, with the Workforce Management tool, businesses can use collected data to forecast customer demands and set schedules in place to ensure the right agent is at hand to deal with their request within seconds. As well as boosting the efficiency of call routing and cutting down on customer response times, the Workforce Management tool also helps to eliminate overstaffing for virtually any scheduling methodology or work-rule environment.
In order to help businesses efficiently manage and simplify complex quality improvement processes, the NICE Quality Central app offers a single holistic approach that ensures contact centre and back-office processes and performance metrics are aligned with top-priority objectives. By doing this, contact centres can decrease average handling times by as much as 30% and see customer satisfaction and first call resolutions rates increase by as much as 40%.
What did we like most?
Though there are many innovative features that help improve agent performance, we feel that the Adaptive WFO tool is something that truly makes NICE stand out from other competitors on the market. As well as monitoring agent activity and keeping them on track, it will also provides adaptive goals management along with system-generated insights to assist them focus on what matters most.
Who is it for?
Any contact centre looking to improve agent performance and deliver a better experience for their customers without investing large volumes of capital would be wise to invest in NICE Workforce Optimisation.
UCToday Opinion
Much like the snowflake, every human being is different and the large number of diverse personalities that operate within a 1000-agent-capacity contact centre make it extremely difficult for businesses to implement a one-size fits all approach to CX.
Fortunately, with NICE Workforce Optimisation, businesses are able to utilise a wide set of innovative tools that collate valuable data and use powerful algorithms to help guide their agents through each customer interaction and provide ongoing training and assistance to ensure they consistently perform to the best of their ability.
Have any questions about NICE Workforce Optimisation that weren’t covered in the review? Are there any experiences with this product you wish to share with others? Want to know more about the listed features? If so, please feel free to submit your comments to the section below and communicate with our other readers.
