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 ...



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?