TECH TANK: THE FUTURE OF WORKFORCE...
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TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENT FEBRUARY 2018 Patrick Russell, Senior Manager, Product Marketing, NICE inContact Liz Turner, Vice President, Customer Relations, Loxysoft Inc. Yohai West, Solutions Marketing Manager, NICE Systems
Transcript of TECH TANK: THE FUTURE OF WORKFORCE...
TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENT
FEBRUARY 2018
Patrick Russell, Senior Manager, Product Marketing, NICE inContact
Liz Turner, Vice President, Customer Relations, Loxysoft Inc.
Yohai West, Solutions Marketing Manager, NICE Systems
What makes it simple?
User friendly & intuitive design
Quick & powerful optimization
Easy to deploy
Easy for Agents to learn portal
Flexible & customizable by users
Training can be completed in 4 daysVirtually
WORKFORCE MANAGEMENT PRO
Patrick Russell
Sr. Product Marketing Manager
OMNICHANNELROUTING
ANALYTICS WORKFORCEOPTIMIZATION
AUTOMATION & AI
Extend the Power of the Platform
ExtensibilityEnterprise-grade
Easy Integration
Rapid turn-up
Turnkey TelephonyElasticity
OPEN CLOUD FOUNDATION
TM
CXone WFM Pro
CXone WFM Pro
Sophistication Simplified
9
Unified
WFO + ACD
Reduce effort with a
centralized admin
- All WFO and all routing
components under one
roof
- WFM
- Quality
Management
- Recording
- ACD
- IVR
- Outbound Dialer
Integrated
with Salesforce UI
Improve the agent
experience
- Deliver information
directly to the agent
interface
- Schedules
- Shift activities
- Over time
solicitation
- Voluntary time off
alerts
Simplified, Intuitive
Interface
Expedite time to
proficiency
- Master the ins-outs of
this technology in days
- Realize value within
days after
implementation
Improve forecast
accuracy
- Gain a clear and
trusted forecast to
ensure you’re staffing
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- Reduce headcount
requirements while still
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targets
Patented
Forecasting &
Scheduling
1
0
WFO Pro suite
1
1
ADAPTING TO THE CHANGING WORKFORCE
Yohai West2018 Tech Tank Multi – Vendor Roundtables
Winning Customer Engagement
90%Of consumers expect
personalizationfrom brands
nearly
Winning Employee Engagement
Employees are
Customers too,
so get personal!
Quality
Metrics
Desktop
Analytics
WFM
Speech
Analytics
Text Analytics
& VoC Metrics
Performance
Metrics
Multiple sources
of data
Machine
Learning
Employee
Persona
Gamification
Incentives
Adaptive
Scheduling
Onboarding
Coaching
/ Training
Hiring
Employee Engagement Journey
Manage
Performance
Engage Your
EmployeesOptimize
Schedules
Transform Agents into Active Workforce Management Partners
NICE Employee Engagement Manager
On-the-go
scheduling
Automatically
solves staffing
inefficiencies
Intelligent
Real-Time
Alerting
Agent Self Service
✓Personalized
opportunities for extra
hours, OT, VTO, self-
swaps or trades
✓Availability for change
based on work rules and
skills
✓Approval is immediate
and automatic
✓Gamification
Raul Sanchez
✓ Age 30
✓Night shift + Overtime
✓Great under pressure
✓ Proficient in upselling
Remember
the guy with
the Xbox?
Janice Dean
✓ Age 35
✓Morning shift
✓Detail oriented
Remember the
gal with the
ACW alert?
Benefits Across the Org
Agent ManagerSupervisor
• Scheduling Flexibility
• Greater Empowerment
• Work / Life Balance
• Real-Time
Communication
• Improved Agent
Coaching
• Better Team
Performance
• Faster Issue Analysis
• Optimized Intraday
Performance
• Reduced Stress
• Improved Customer
Satisfaction
• Lower Agent Turnover
• Reduced Overhead
Business
Visit Our Roadshow
February 20- 22 March 6-8
TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENT
FEBRUARY 2018
Patrick Russell, Senior Manager, Product Marketing, NICE inContact
http://niceincontact.com
Liz Turner, Vice President, Customer Relations, Loxysoft
Inhttp://loxysoft.com
Yohai West, Solutions Marketing Manager, NICE Systems
http://www.nice.com
