TECH TANK: THE FUTURE OF WORKFORCE...
Transcript of TECH TANK: THE FUTURE OF WORKFORCE...
![Page 1: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/1.jpg)
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
![Page 2: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/2.jpg)
![Page 3: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/3.jpg)
![Page 4: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/4.jpg)
![Page 5: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/5.jpg)
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
![Page 6: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/6.jpg)
![Page 7: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/7.jpg)
WORKFORCE MANAGEMENT PRO
Patrick Russell
Sr. Product Marketing Manager
![Page 8: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/8.jpg)
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
![Page 9: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/9.jpg)
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
efficiently
- Reduce headcount
requirements while still
achieving service level
targets
Patented
Forecasting &
Scheduling
![Page 10: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/10.jpg)
1
0
![Page 11: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/11.jpg)
WFO Pro suite
1
1
![Page 13: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/13.jpg)
ADAPTING TO THE CHANGING WORKFORCE
Yohai West2018 Tech Tank Multi – Vendor Roundtables
![Page 14: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/14.jpg)
Winning Customer Engagement
90%Of consumers expect
personalizationfrom brands
nearly
![Page 15: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/15.jpg)
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
![Page 16: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/16.jpg)
Gamification
Incentives
Adaptive
Scheduling
Onboarding
Coaching
/ Training
Hiring
Employee Engagement Journey
![Page 17: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/17.jpg)
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
![Page 18: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/18.jpg)
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
![Page 19: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/19.jpg)
Raul Sanchez
✓ Age 30
✓Night shift + Overtime
✓Great under pressure
✓ Proficient in upselling
Remember
the guy with
the Xbox?
![Page 20: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/20.jpg)
Janice Dean
✓ Age 35
✓Morning shift
✓Detail oriented
Remember the
gal with the
ACW alert?
![Page 21: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/21.jpg)
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
![Page 22: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/22.jpg)
Visit Our Roadshow
February 20- 22 March 6-8
![Page 23: TECH TANK: THE FUTURE OF WORKFORCE MANAGEMENTcrmxchange.com/uploadedFiles/Webcasts_Events/images... · - Master the ins-outs of this technology in days - Realize value within days](https://reader035.fdocuments.us/reader035/viewer/2022071018/5fd245b21a726755172d23e7/html5/thumbnails/23.jpg)
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