Nice Ltd. · TASE:NICE
Nice — WFM Business Partner Webinar (August 2013)
28 slides from Nice's conference presentation, Aug 6, 2013
Slide 1: Workforce Management NICE IEX WFM
WORKFORCE MANAGEMENT NICE IEX WFM Scott Buchanan Workforce Optimization, Marketing August 6, 2013
Slide 2: Intro, Value Prop, Delivery Model, Back Office, Performance Manager, Questions
INTRO VALUE PROP DELIVERY MODEL BACK OFFICE PERFORMANCE MANAGER QUESTIONS
Slide 3: There Is No WFM Easy Button
THERE IS NO WFM EASY BUTTON. Your operation changes constantly. Your people have multiple skills. Demand ebbs and flows.
Slide 4: NICE IEX WFM is the Best Solution
NICE IEX WFM is the Best Solution Configurability Engagement Delivery Multi-skill WebStation portal 5/5 Customer Sat Multi-site Schedule ownership 5/5 Services Multi-methodology Collaboration 5/5 Responsiveness challengers leaders Verint ability to execute aspect software niche players visionaries c
Slide 5: NICE IEX WFM Attracts Fanatical WFM Pros
NICE IEX WFM Attracts Fanatical WFM Pros Large, iconic brands. Complex environments. Demand for new solutions. NICE IEX WFM v6 includes >100 features requested by customers Entity sets for greater Personalized desktop intraday visibility displays Date-specific agent Entity parameters data copying ca
Slide 6: NICE IEX WFM Customers
NICE IEX WFM Customers Partial List Financial Services Telecommunications Insurance / Healthcare Outsourcers Hospital / Travel Retail / Catalog Sales Technology Energy / Utilities Others 6
Slide 7: Business Value of IEX WFM
BUSINESS VALUE OF IEX WFM
Slide 8: Business Value of NICE IEX WFM
Business Value of NICE IEX WFM NICE IEX Workforce Customer Experience Management ALIGNMENT Passive Spreadsheets and ACTION Basic Solutions Employee Engagement 8
Slide 9: Alignment: Multi-skill Simulation
ALIGNMENT Multi-skill Simulation = Forecasts Aligned to Demand FORECAST WITH UNMATCHED PRECISION: MULTIPLE Agent Skills EXACT Skill Levels EXACT Routing EXACT Schedules ALGORITHMS for Service & Back Office 9
Slide 10: Configure the solution for your specific environment
ALIGNMENT Configure the solution for your specific environment Multi – Site - Site Multi – Channel - Channel Multi – Methodology - Methodology Span contact center, Forecast based on Shift Bidding branch and back office inbound and outbound Variable or Rotating Forecast from any site Shift resources
Slide 11: Action: Intraday Change Management
ACTION Intraday Change Management Manage Change as it Happens: Real-Time Adherence Intraday Charting Desktop Activity Monitoring Drag and Drop Schedule Modification Automatic Intraday Reforecasting 11
Slide 12: Engage Employees to Drive Accountability
ACTION Engage Employees to Drive Accountability Time – Multi Site Off Manager Multi – Channel Webstation Multi – Methodology Availability Points Simplify Vacation Planning Total Schedule Visibility Meet service requirements Calculate Vacation Accrual Alerts and Notifications of Set points quotas Shi
Slide 13: Key Differentiators
Key Differentiators Customer Experience Employee Engagement Multi-Skill simulation Webstation = Ownership Multi-site, multi-method Change Management Precision forecasting Points and Shift Bidding Configurable reporting Collaboration Configurability for Simplicity to Engage WFM Profes
Slide 14: Delivery
DELIVERY 5
Slide 15: Services
Services CSAT with Services is a critical area of differentiation for NICE in the WFM market Multi – Site Services & Support Multi – Channel On-site, Hand-holding CSAT– Methodology Multi Benefit both from NICE’s NICE doesn’t send you We are proud that our technical experts and from links to computer
Slide 16: Delivery Models
Delivery Models On Premise Managed Service SaaS CUSTOMER challengers leaders Verint ability to execute aspect software niche players visionaries calabrio interactive intelligence Subscription License Perpetual License Perpetual License completness of vision Maintenance Included Software Maintenance
Slide 17: NICE IEX WFM in Back Office
NICE IEX WFM IN BACK OFFICE 5
Slide 18: Workforce Management in the Back Office
Workforce Management in the Back Office Performance Reports Back Office Systems Claims Email Loans Imaging Real-Time Adherence Billing Chat Real-Time Desktop Activity Monitoring Forecasting & Intraday Management 18
Slide 19: Same Core Benefits as Contact Center
Same Core Benefits as Contact Center Increase • Multi-skill simulation for precision 1 Forecast Accuracy • Workload forecasting calculates resources for ‘delayed response’ environments Automate • Schedule rules accommodate any method 2 Staff Planning • Skill block scheduling optimizes task-switching
Slide 20: Back Office-Specific WFM Benefits
Back Office-Specific WFM Benefits Manage • Project future work inventory and backlogs 1 Work Inventory • Ensure compliance with SLAs to avoid penalties and interest payments Share • Support easy-to-handle call types 2 Work With Call Center • Route back office work to call center in lowest volume hou
Slide 21: Performance Manager Module
PERFORMANCE MANAGER MODULE 5
Slide 22: The Challenges of Performance Reporting
The Challenges of Performance Reporting WFM Professionals regularly face three major obstacles to engaging employees and clarifying accountability for performance Manual Reporting Multi – Channel Frontline Visibility Enabling Coaches Reliance on Excel Metrics are not clearly Coaches cannot identify
Slide 23: Enter NICE Performance Manager Module
Enter NICE Performance Manager Module NICE PMM is built to work with IEX WFM out of the box—amplifying your investment Automatic Reporting Multi – Channel Role-Based KPIs Coaching Workflows Dashboards cover Clear goals and ID employees and WFM, QM and 3rd party performance measures metrics that need
Slide 24: How NICE PMM Works
How NICE PMM Works DATA IN INFO OUT Standard Out-of-Box Connectors DATA STORAGE Reporting AND CALCULATION NICE IEX WFM OLTP OLAP Dashboards Raw NIM & QM Transaction OLAP Cubed Alerts, Tasks Data WFM HIERARCHY Data and Messages SSDI: Sales Goal Management CRM CSAT TEMPORALITY Coaching Efficacy Up to
Slide 25: Roles-based KPIs, Goals, Reports, Dashboards
Roles-based KPIs, Goals, Reports, Dashboards Automated alerts put critical performance data front and center for your supervisors Choose from over 200 out-of-box metrics and report at individual level Quick link to WFM, ACD and Quality reports and dashboards 25
Slide 26: Coaching Form and Effectiveness Monitoring
Coaching Form and Effectiveness Monitoring Coaching closes the loop on improving agent performance Coaching without action is merely advice. Assign specific actions to be taken to change behavior 26
Slide 27: 27
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Slide 28: Thank You
THANK YOU