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WORKFORCEMANAGEMENTNICE IEX WFMScott BuchananWorkforce Optimization, MarketingAugust 6, 2013
INTROVALUE PROPDELIVERY MODELBACK OFFICEPERFORMANCE MANAGERQUESTIONS
THERE ISNO WFMEASY BUTTON.Your operation changesconstantly. Your peoplehave multiple skills.Demand ebbs and flows.
NICE IEX WFM is the Best methodologyEngagementDeliveryWebStation portal5/5 Customer SatSchedule ownership5/5 ServicesCollaboration5/5 Responsivenesschallengersleadersability to executeVerintaspectsoftwareniche ompleteness of vision4
NICE IEX WFM Attracts Fanatical WFM ProsLarge, iconic brands. Complex environments. Demand for new solutions.NICE IEX WFM v6 includes 100 features requested by customers5Entity sets for greaterintraday visibilityPersonalized desktopdisplaysDate-specific agentdataEntity parameterscopying capabilityQueue basedcontact historyGraphical, web-basedreporting
NICE IEX WFM CustomersPartial List6Financial ServicesTelecommunicationsInsurance / HealthcareOutsourcersHospital / TravelRetail / Catalog SalesTechnologyEnergy / UtilitiesOthers
BUSINESSVALUEOF IEX WFM
Customer ExperienceBusiness Value of NICE IEX WFMNICE IEXWorkforceManagementALIGNMENTPassiveSpreadsheets andBasic SolutionsACTIONEmployee Engagement8
ALIGNMENTMulti-skill Simulation Forecasts Aligned to DemandFORECAST WITHUNMATCHEDPRECISION:MULTIPLE Agent SkillsEXACT Skill LevelsEXACT RoutingEXACT SchedulesALGORITHMS forService & Back Office9
ALIGNMENTConfigure the solution for your specific environmentMulti –Site- SiteChannelMulti –- ChannelMulti –Methodology- MethodologySpan contact center,branch and back officeForecast based oninbound and outboundShift BiddingVariable or RotatingForecast from any siteShift resources betweenchannels to meet demandSeniority or RankingWeighted TargetsAvailability PointsCross-Site Groupings
ACTIONIntraday Change ManagementManage Changeas it Happens: Real-Time Adherence Intraday Charting Desktop ActivityMonitoring Drag and DropSchedule Modification Automatic IntradayReforecasting11
ACTIONEngage Employees to Drive AccountabilityMultiSiteTime –OffManagerMulti – ChannelWebstationMulti– MethodologyAvailabilityPointsSimplify Vacation PlanningTotal Schedule VisibilityMeet service requirementsCalculate Vacation AccrualAlerts and Notifications ofShift ChangesSet points quotasConfigure Bid RulesEmployees optimize mixOne portal for all WFMand performance data12Ideal for remote workers
Key DifferentiatorsCustomer ExperienceEmployee Engagement Multi-Skill simulation Webstation Ownership Multi-site, multi-method Change Management Precision forecasting Points and Shift Bidding Configurable reporting CollaborationConfigurability forWFM ProfessionalsSimplicity to EngageWFM UsersSave (up to) millions. WFM IS ELEVATED.13
DELIVERY5
ServicesCSAT with Services is a critical area of differentiation for NICE in the WFM marketMulti– SiteServices& SupportMulti– ChannelOn-site,Hand-holdingMultiCSAT– MethodologyBenefit both from NICE’stechnical experts and fromour highly engaged usercommunityNICE doesn’t send youlinks to computer trainingand leave you hanging.We train you on-site, inperson to ensure valueWe are proud that ourinvestment in services isrepresented in perfect 5.0CSAT scores in DMG’sWFM industry report
Delivery ModelsOn PremiseManaged ServiceSaaSCUSTOMERability to executechallengersleadersVerintaspectsoftwareniche erpetual Licensecompletness of vision16Subscription LicensePerpetual LicenseSoftware MaintenanceSoftware MaintenanceIT Management CostsMonthly Hosting FeeMaintenance IncludedManagement IncludedOne-Time Set-up
NICE IEX WFMIN BACK OFFICE5
Workforce Management in the Back OfficeBack OfficeSystemsPerformance ReportsClaimsEmailLoansImagingReal-Time AdherenceBillingChatReal-TimeDesktop ActivityMonitoring18Forecasting &Intraday Management
Same Core Benefits as Contact Center191IncreaseForecastAccuracy Multi-skill simulation for precision Workload forecasting calculates resourcesfor ‘delayed response’ environments2AutomateStaffPlanning Schedule rules accommodate any method Skill block scheduling optimizes task-switching Empower employees to manage schedules3ManageIntradayChange Gauge impact of add’l volume on backlogs Real-time and historical adherence Drag and drop resources to address issues
Back Office-Specific WFM Benefits201ManageWorkInventory Project future work inventory and backlogs Ensure compliance with SLAs to avoidpenalties and interest payments2ShareWork WithCall Center Support easy-to-handle call types Route back office work to call center in lowestvolume hours3CompleteProductivityPicture Utilization Earned time / Total schedule time Productivity Earned time / Scheduled productive time Proficiency Earned time / Actual productive time (RTAM)
PERFORMANCEMANAGERMODULE5
The Challenges of Performance ReportingWFM Professionals regularly face three major obstacles to engaging employeesand clarifying accountability for performance22Manual ReportingMulti – ChannelFrontlineVisibilityEnabling CoachesReliance on Excelto communicateadherence, compliance,and other metricsMetrics are not clearlyor effectively cascadedto frontline employeesCoaches cannot identifythe employees and/ormetrics that need themost attention
Enter NICE Performance Manager ModuleNICE PMM is built to work with IEX WFM out of the box—amplifying your investmentAutomatic ReportingDashboards coverWFM, QM and 3rd partydata. Automatic alerts,messages and tasksALIGNMENT23Multi – ChannelRole-BasedKPIsClear goals andperformance measures(based on best practices)at the individual levelCoaching WorkflowsID employees andmetrics that needcoaching. Track impactand assess efficacyACTION
How NICE PMM WorksDATA ININFO OUTStandardConnectorsOut-of-BoxReportingDATA STORAGEAND CALCULATIONNICE IEX WFMOLTPOLAPNIM & QMRawTransactionDataOLAPCubedDataWFM HIERARCHYDashboardsAlerts, Tasksand MessagesSSDI:SalesCRMCSATUp to 20 Metrics24Goal ManagementTEMPORALITYCoaching EfficacyMonitoring
Roles-based KPIs, Goals, Reports, DashboardsAutomated alerts putcritical performance datafront and center for yoursupervisorsChoose from over 200out-of-box metrics andreport at individual levelQuick link to WFM, ACDand Quality reports anddashboards25
Coaching Form and Effectiveness MonitoringCoaching closes theloop on improvingagent performanceCoaching withoutaction is merelyadvice. Assign specificactions to be taken tochange behavior26
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THANK YOU
NICE IEX WFM Attracts Fanatical WFM Pros NICE IEX WFM v6 includes 100 features requested by customers Queue based contact history Date-specific agent data 5 Large, iconic brands. Complex environments. Demand for new solutions. Entity sets for greater intraday visibility Graphical, web-based reporting Entity parameters copying capability
