NICE Back Office WFM
Powerful WFM software including Workforce Management, Performance Management, Process Management and Quality Management solutions.
NICE Back Office Suite features powerful WFM software including Workforce Management, Performance Management, Process Management and Quality Management, solutions specifically designed to meet the challenges of back office working environments.
Back offices are crucial in helping to deliver a good customer experience. Highly flexible, the Back Office WFM Suite delivers this capability by automating manual processes, improving forecast accuracy and managing resource capacity all whilst empowering workers to self-manage schedules and time off requests.
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ACCURATE MULTI-CHANNEL FORECAST, scheduling and planning
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MULTI-CHANNEL SUPPORT for blended front office / back office environments
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AUTOMATES ROUTINE ADMINISTRATIVE TASKS, ensuring staff can focus on more important areas
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IMPROVES EMPLOYEE SATISFACTION and productivity
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ROBUST PERFORMANCE MANAGEMENT & reporting
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VISIBILITY INTO SCHEDULING ADHERENCE & conformance
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Blog
One of the biggest contact centre challenges and how to fix it
Original article (guest blog) taken from our partner’s website – Teleopti Disclaimer –...
The State of Workforce Management in Contact Centres - 2017
Industry research on the state of Workforce Management technology in Contact Centres across the UK - 2017.