AchieveAchieve key CX objectives by tying performance goals to NPS, CSAT, and other experience metrics, and provide agents direct feedback to illuminate their role in the customer journey.
ExpediteExpedite your ROI and gain better omnichannel insights while evaluating fewer interactions.
TransformUncover and act on negative quality and performance experience trends before they impact customers.
Deliver a consistent experience with omnichannel forecasting, scheduling and quality management capabilities to ensure the right-skilled, right-trained agents are staffed across all supported channels.
Empower agents and instill accountability
DeliverDeliver real-time data to your agents, giving them the opportunity to course-correct behaviours with instant insight into KPI performance, quality results, and schedule adherence.
ReduceReduce agent attrition with WFO functions proven to contribute to improved agent retention such as personalised, ongoing coaching and increased schedule flexibility via schedule bidding, shift swap and more.
EncourageEncourage and solicit agent voice through engagement tools such as gamification, quality self-assessments, collaborative evaluations, arbitration workflows, and self-managed shift preferences.
Optimise headcount requirements with the industry’s most intelligent and accurate omnichannel forecasting engine, which ensures staffing plans without labour waste.
EliminateEliminate manual WFM processes involved in generating and managing forecasts and schedules, enabling a more effective use of your WFM resources.
ComplyComply with regulatory requirements for PCI, GDPR, and HIPAA while recording up to 100% of interactions.
Decrease repeat call volume by providing targeted, personalised quality feedback and coaching, empowering agents to solve more customer inquiries on first contact.
- Providing the industry's most accurate forecasting engine
- Helps foster a greater sense of employee ownership and accountability
- Fully Integrated with NICE inContact CXone