Agents are people too!
As strange as it sounds, treating agents as individuals (and customers) in their own right is the key to the development of NICE’s Workforce Optimisation suite.
Customer engagement is heavily influenced by employee engagement and it should be no surprise that Gartner concluded that firms who ignore employee engagement will suffer from a loss of market share over the next several years. And just like with customers, the key to effecitve EEM is personalistion.
SVL can bring these benefits of NICE CX One to your agents and hugely benefit your organisation’s performance.