NICE Notes Extreme Rise in EEM Usage

Keeping contact center agents engaged is paramount, now, even more so. With COVID-19 rearranging lives in myriad ways, it is critical to offer your call center team the tools to offer the flexibility required during this unique time.

NICE announced that since the start of the coronavirus pandemic, the NICE Employee Engagement Manager (EEM) solution is seeing a massive uptick in usage of its self-service toolbox for contact center agents.

Data on EEM solution usage, per NICE, illustrates a boost in daily self-service schedule change rates as high as 193 percent. Across verticals, the increase is exponential. NICE noted agents initiated swaps increased by 408 percent in the banking industry, and a telecom provider saw total self-service schedule changes overall jump by 700 percent.

Team members are circling he wagons in support of fellow man. There has been a more than 40 percent reduction in voluntary time off, and the abovementioned telecom provider’s agents increased extra hour requests by over 10x.

 Barry Cooper, Enterprise Group President, commented, “It’s truly remarkable to see contact centre employees adapt in this exceptional time of change and uncertainty. We’re pleased to do our part in this with our EEM solution which empowers employees to better adjust their schedules, regardless of their physical location, all while meeting the evolving needs of their organizations.”

While coronavirus is causing chaos, answers offer calm. In customer service, the contact center is the front line to quell concerns. With the appropriate call center scheduling solution in place, agents are there when they are needed most, and productivity levels remain status quo – even when nothing else is.

How are you keeping your call center agents engaged?

Edited by Maurice Nagle