SUBSCRIBE TO TMCnet
TMCnet - World's Largest Communications and Technology Community

CHANNEL BY TOPICS


QUICK LINKS




NICE Upgrades Workforce Optimization Solutions
Workforce Optimization Featured Article

NICE Upgrades Workforce Optimization Solutions

 
August 27, 2012

Share
Tweet

By Rachel Ramsey, TMCnet Web Editor
 

NICE Contact Center Workforce Optimization solutions enable organizations to measure, manage and motivate frontline employees to consistently deliver their best performance during customer interactions. It offers integrated solutions that work together to ensure that contact centers are prepared for the ‘Decisive Moments’ of customer service, including contact center performance management, workforce management and real-time process optimization.


Today, NICE launched an upgraded release of its NICE Performance Management (PM) and NICE Incentive Compensation Management (ICM) solutions.

NICE Performance Management is designed to meet the unique needs of front line service operations. By delivering personalized performance data to every employee in the organization while automating critical managerial activities, the solution helps organization to increase accountability and establish a culture of continuous improvement essential to reaching business goals. It combines analytics, planning and reporting to enable service organizations to analyze the business.

The solution combines employee development, incentive compensation management, out-of-the-box processes to improve the customer experience, as well as flexible forms-and-workflow platform to automate ad hoc processes. These key capabilities help drive business results by aligning behaviors in a timely manner.

NICE Incentive Compensation Management enables organizations to optimize their incentive programs by automating processes and providing an end-to-end ability to create, manage and distribute all aspects of a commissions program. It automates the process of commission, bonus, and incentive administration in support of any type of variable pay strategy, offering organizations calculation accuracy, reduced administrative costs, minimized compensation overspend, insight into effectiveness of variable pay spend, improved sales force motivation, and subsequently, customer and employee retention.

The enhanced capabilities offered in Release 4.1 enable business users such as compensation managers to easily tailor the information they require according to their specific needs without additional IT assistance. This flexibility streamlines processes and reduces additional overhead, providing sales and service organizations with a faster return on investment and lower total cost of ownership.

Among its capabilities, Release 4.1 includes an enhanced, user friendly menu structure for easier navigation; a new charting engine providing a broad set of chart and graph types; and an updated configuration manager enabling business users to efficiently manage the applications. These features enable enterprises to easily manage, measure and motivate frontline service and sales employees.

Many organizations are currently measuring performance on certain metrics and compensating their front-line employees on different ones. The discrepancy is causing misalignment, resulting in employees not knowing on what to focus. To help organizations align the metrics they measure and the ones on which they compensate, in this latest release, NICE PM and NICE ICM are tightly integrated for organizations that want to manage incentives in their branch, retail or contact center operations. Employees can be accurately compensated according to their performance by meeting their target KPIs such as first contact resolution, average handle time and sales conversion rates.

“As sales and service organizations strive to remain competitive by providing more personalized offerings and higher levels of service to customers, it becomes increasingly important to have efficient processes that motivate, coach and compensate employees based on their performance, ”said Mark Selcow, general manager of NICE Workforce Optimization Solutions. “The new release of NICE Performance Management and NICE Incentive Management provides organizations with an ideal sales and service platform that can be easily adapted to sales, service and hybrid environments while providing a low TCO.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Juliana Kenny

Workforce Optimization Homepage





Technology Marketing Corporation

2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
Ph: +1-203-852-6800, 800-243-6002

General comments: [email protected].
Comments about this site: [email protected].

STAY CURRENT YOUR WAY

© 2024 Technology Marketing Corporation. All rights reserved | Privacy Policy