Getting Closer Campaign WFO Infographic vr7 - NICE … · engaged today than ever before ... worker...
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Gallup Employee Engagement Index, 2012 THE SOLUTION CUSTOMER SUCCESS NICE Systems © 2013 HOW WORKFORCE OPTIMIZATION DRIVES ALIGNMENT AND ACTION NICE is used by more than 80 of the Fortune 100 companies. Visit www.nice.com for more information about our solutions. WORKFORCE OPTIMIZATION DRIVING CUSTOMER EXPERIENCE & EMPLOYEE ENGAGEMENT Drive ALIGNMENT across your organization with common data and goals. Take targeted ACTION with best practices, behavior-based coaching and gamification. INTERACTION ANALYTICS WORKFORCE MANAGEMENT PERFORMANCE MANAGEMENT QUALITY MANAGEMENT ALIGNMENT ACTION Understand root causes of customer interactions and agent performance Schedule employees based on their EXACT skill sets Provide total visibility into individual performance vs. targets and vs. peers Create a clear definition of quality across the frontline 27% 15% Reduced handle time by while improving Net Promoter Score Act upon surfaced insights (based on frequent mentions) to address emerging issues Identify intraday service issues and rapidly shift resources from other activities Target coaching at the people and topics that need attention. Motivate the right behaviors with gamification Select the most relevant (not random) calls for quality evaluation Customers self-solve their simplest issues; when they contact you its with their most complex requests. That demands highly skilled and engaged employees. Service workers are less engaged today than ever before. Service workers is the ONLY type of worker with declining engagement rates. THE CHALLENGE BUT… NICE is helping organizations get closer to their customers through more engaged employees. Our solutions drive alignment around data and goals, and focus the frontline on the right actions. Together we can transform your service culture to deliver better customer experiences at lower cost. Reduced AHT of remote agents by 38% Increased speed of answer by 29% and decreased shrinkage by 52% Increased Net Promoter Score by in just 12 months 27 Customer Experience Employee Engagement NICE WORKFORCE OPTIMIZATION points
Transcript of Getting Closer Campaign WFO Infographic vr7 - NICE … · engaged today than ever before ... worker...
Gallup Employee Engagement Index, 2012
THE SOLUTION
CUSTOMER SUCCESS
NICE Systems © 2013
HOW WORKFORCE OPTIMIZATION DRIVES ALIGNMENT AND ACTION
NICE is used by more than 80 of the Fortune100 companies. Visit www.nice.com for moreinformation about our solutions.
WORKFORCE OPTIMIZATION
DRIVING CUSTOMER EXPERIENCE & EMPLOYEE ENGAGEMENT
Drive ALIGNMENT across your organization with common data and goals.
Take targeted ACTION with best practices, behavior-based coaching and gamification.
INTERACTION �ANALYTICS
WORKFORCEMANAGEMENT
PERFORMANCE MANAGEMENT
QUALITY �MANAGEMENT
ALIGNMENT ACTION
Understand root causes of customer interactions and agent performance
Schedule employees based on their EXACT skill sets
Provide total visibility into individual performance vs. targets and vs. peers
Create a clear definition of quality across the frontline
27%
15%
Reduced handle time by
while improving Net Promoter Score
Act upon surfaced insights (based on frequent mentions) to address emerging issues
Identify intraday service issues and rapidly shift resources from other activities
Target coaching at the people and topics that need attention. Motivate the right behaviors with gamification
Select the most relevant (not random) calls for quality evaluation
Customers self-solve their simplest issues; when they contact you its with their most complex requests. That demands highly skilled and engaged employees.
Service workers are less engaged today than ever before. Service workers is the ONLY type of worker with declining engagement rates.
THE CHALLENGE BUT…
NICE is helping organizations get closer to their customers through more engaged employees. Our solutions drive alignment around data and goals, and focus the frontline on the right actions. Together we can transform your service culture to deliver better customer experiences at lower cost.
Reduced AHT of remote agents by
38%Increased speed of answer by
29%and decreased shrinkage by
52%Increased Net Promoter Score by
in just 12 months27
Cus
tom
er E
xper
ienc
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Employee Engagement
NICE WORKFORCE OPTIMIZATION
points
