Ovum Whitepaper
Ovum Whitepaper
Adaptive WFO represents a paradigm shift, melding analytics with agent personalization ...

Gartner eNewsletter
Gartner eNewsletter
To win in today's customer-focused environment, organizations ...

WFO Video
Adaptive WFO
Empower Your Agents to Perform Their Best ...


WORKFORCE OPTIMIZATION FEATURED ARTICLES




FEATURED WEBINAR

NICE Webinar, featuring Gartner

The Impact of the Agent Persona on Adaptive Workforce Optimization

  • Why is it important to build a detailed picture of all your agents utilizing their strengths, knowledge, habits and preferences?
  • How can this data be adapted to the employee journey and take their performance to an even higher level?
  • How can we also use the data to improve on the hiring process, and provide agents with more personalized training and coaching, from the on-boarding to their continued progression within the operation?