Spend less time stressingand more time doing what’s important
NICE Employee Engagement Manager Delivers Unique Value to Workforce Management
| Engage Employees |
Employee Engagement Manager (EEM) is the only solution available to empower employees to make pre-approved scheduling changes on-the-go for a better work-life balance and increased engagement. |
| Optimize Staffing |
EEM’s powerful Rules Engine, Self-Scheduling, and Real-Time Alerting work in concert to automatically solve staffing inefficiencies, thus improving CSAT and overall operating costs. |
| Manage Performance |
EEM’s Real-Time Alert brings immediate attention to employees and management which results in timely performance awareness and improvements. |
| Integrate Seamlessly with Any WFM Solution |
EEM is pure SaaS agnostic solution that has been installed on Aspect, Teleopti, Genesys, Verint and more. |
How EEM solves Real Time Performance
Management Scenarios
-
Covers over and under staffing gaps to remove operational in-efficiencies
-
Targets specific skilled agents and associated preferences for additional hours
-
Intelligent engine applies user-definable business rules to current staffing conditions
-
Alerts agents, supervisors and administrators of relevant information in real time
-
Ensures up-to-date intraday coverage to support the best customer service levels
6 Simple Steps to
ROI You Can Count On
NICE Employee Engagement Manager (EEM) is the key to proactive staffing optimization and WFM process automation, with a proven operational benefit for contact centers ranging from six- to seven-figure dollar values within the first year. And it just grows from there - with greater productivity, employee retention, service level adherence, performance, and revenue.
Changing Work Schedules
the Smart Way
Watch how the EEM solution boosts employee
engagement and optimizes staffing levels
Learn how proactive staffing provides immediate operational benefits in five key areas, with the hard numbers to prove it.
Discover the measurable impact engagement has on employee retention, performance, service levels and revenue.
The research is in. Use this quick reference document to enrich discussions about the impact of employee engagement initiatives.
Realize Increased ROI with Intraday Automation
5-10%
Increase in occupancy
10-25%
Reduction in average
customer wait time
12-20%
Reduction in average
handle times
20%
Agent utilization
improvement
45%
Agent retention
improvement
70-85%
Decrease in schedule
change admin hours
Changing Demographics are Shifting Agent Sat Drivers
70% of contact center agents in the US are now MillennialsMost Millennial's consider schedule-change empowerment more important than opportunities for pay or career advancement.
Leading contact centers are going to “uberize” their scheduling practices with a new class of adaptive scheduling techniques, tools and best practices.
Source: US Department of Labor Millennial Research Study
- Agent Benefits
- Supervisor Benefits
- Administrator Benefits
Work-Life Balance through Self-Service Scheduling Flexibility
- Real-time, anytime, anywhere mobile app self-scheduling - change schedule requests
- Self-swap or trade hours with other agents
- Time off requests
- Personalized extra hours opportunities
- Approvals are immediate and automatic
Delivers Automated Staffing Optimization and Lets Supervisors Focus on Coaching the Team
- Mobile-friendly dashboards that enable intraday monitoring
- Real-time visibility into communication between agents and administrators
- Intraday VTO/OT empowerment
Improve Productivity Through Automation and Faster Analysis
- Adjust schedules in the future
- Rules-based automatic approvals on agent requests
- Automatic updating of WFM
- Alerts for staffing adjustments
Get in Touch
If you'd like to speak to a specialist, please fill in our contact form and we'll call you right
back.