NICE Reports a Surge in Usage of Self-Service Scheduling to Accommodate Rapid Shift-Swap and Extra Hours Due to COVID-19
Summary
NICE EEM provided agents with exceptional scheduling flexibility while simultaneously improving staffing levels and increasing productivity. As a result, organizations using NICE EEM are showing increases in average daily self-service schedule change rates as high as 193%, addressing the fluctuating staffing needs as employees move to remote working environments due to COVID-19. Barry Cooper, Enterprise Group President, commented, "Its truly remarkable to see contact center employees adapt in this exceptional time of change and uncertainty. Were 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. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.
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