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Industry analysts like Aberdeen, Gartner and DMG endorse intraday automation technology as an effective strategy for improving
operational efficiency, agent productivity and customer experience results.
“Intraday automation users enjoy 75% greater customer retention rate compared to non-users
(and) decrease customer care costs by 3.5% annually…Leaders use intraday automation to
manage daily customer traffic and assign agent activities based upon fluctuating needs. This
helps firms address the challenge of managing customer traffic and needs across multiple
channels in a seamless manner.”
“Workforce Planners, Contact Center Architects, and CIOs should investigate the opportunity
to embrace a more automated and sophisticated approach to real time staffing and
performance management within their contact centers due to the operational efficiencies and
associated financial, compliance and customer satisfaction benefits it can bring.”
“The benefits of a highly responsive and effective intraday management module could be a
game changer for contact centers…DMG estimates that in contact centers with more than
300 agents, an effective and automated intraday management module, used properly, could
reduce staff-related expenses by anywhere from 2% to 6%.”
NICE EEM EXTENDS AND ENHANCES EXISTING WFM FUNCTIONALITY IN 5 KEY WAYS AND AUTOMATICALLY:
ANALYZES intraday data across contact types to proactively uncover staffing gaps caused by changes in
customer demand and/or agent availability
TARGETS specific agents for extra hours, OT or VTO based upon employee preferences, total work hours,
performance and other criteria
IDENTIFIES the optimal courses of action via its decisioning engine, which applies user-definable business
rules to current staffing conditions
ALERTS the right people (agents, supervisors, managers, etc.) of relevant information so they’re empowered to
take the right action at the right time
PROCESSES approved/accepted staffing changes to ensure agent schedules and intraday coverage lines
reflect the most accurate, up-to-date information
The above capabilities dramatically streamline intraday processes and internal communications, enabling supervisors, workforce staff,
and operational leaders to execute intraday decisions with greater speed and precision than ever before. In addition to the efficiency
gains, EEM really lives up to its “Engagement Manager” name when deployed in conjunction with the optional employee smartphone
app giving agents the ability to view and manage work schedules anytime, anywhere.
The EEM smartphone app equips agents with a real-time mobile dashboard where they can manage preferences for voluntary time
off (VTO), over time (OT) and extra hours. The EEM mobile app also allows agents to view their current schedule assignments along
with personalized schedule change opportunities. Agents can add hours, remove hours, trade time with other agents, and even with
themselves. Furthermore, EEM’s configurable rules engine enables agents to make schedule changes with the assurance that the
majority of what they ask for will instantly be approved. With the EEM smartphone app, agents are engaged in the schedule change
process and empowered to easily manage their personal needs while automatically responding to the needs of the business. The
potential impact this kind of increased flexibility and empowerment can have on employee engagement, job satisfaction and agent
retention cannot be understated.
Our EEM customers should anticipate the agent-associated benefits of NICE EEM to impact each of these areas as indicated by
numerous studies led by Gallup and others linking employee engagement to increased customer satisfaction, improved performance
and reduced absenteeism and attrition.
INTRADAY AUTOMATION USERS REPORT THE FOLLOWING RETURN ON INVESTMENT (ROI) RESULTS:
80
% O
AU VE
the business 60
TIO
N
50
■■ Better VTO management also yielded
opportunities to maximize revenue 40
while reducing agent labor
30
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All other marks used are the property of their respective proprietors.
DATE 12/2014 • WP- 35349 • CONTENTS OF THIS DOCUMENT ARE COPYRIGHT © 2014.