NICE Launches WEM@home, Helping Organizations Maintain Service Levels and Agent Engagement While WFH

Supervisors Faced With the New Challenge of Managing Hundreds or Thousands of Employees, Who Are Now Each Working Remotely, Are Equipped to Maintain Team Engagement and KPIs in Less Than 48 Hours

NICE announced WEM@home, a new offering that provides advanced remote management capabilities to maintain productivity and service levels to organizations globally. With businesses shifting to a work-from-home environment, they now require tools to manage their remote workforces and drive the right behaviors, all while ensuring that customer satisfaction is maintained. Businesses are experiencing unprecedented spikes in interaction volumes and are reporting a growing need to respond across digital channels. WEM@home helps supervisors gain control and focus employees on shifting customer priorities. Offered without full commitment or contract to both new and existing customers, WEM@home cuts through the red tape in this time of uncertainty to help contact centers respond to and support increased traffic. Organizations can have WEM@home up and running in less than 48 hours.

NICE Launches WEM@home, Helping Organizations Maintain Service Levels and Agent Engagement While Working From Home.

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WEM@home solution includes:

• Visibility package: capture data and generate insights about employee behavior on the desktop. A deep reservoir of rich and meaningful data, the desktop has the potential to generate insights and measures around employee productivity scores, knowledge gaps and identify inefficient processes for both front and back-office employees.
• Performance package: monitor both employee and customer behavior using advanced analytics and AI to provide sentiment analysis and insights. This enables a better understanding of ongoing employee state of mind and identification of changes in employee behavior as they interact with customers.
• Engagement package: provide employees a structured way to offer inputs about their work and set up as well as potential obstacles that are preventing them from completing their tasks successfully using out of the box surveys. The Engagement package comes with a custom WEM@home employee engagement report as well as an industry benchmark report.

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“With the race to establish remote worker environments at its peak, organizations are quickly realizing the need for remote supervisor capabilities,” said Barry Cooper, President NICE Enterprise Group. Supervisors who once walked the contact center floor, keeping a pulse on the center’s needs, can now do so remotely with WEM@home. Supervisors can quickly regain control during today’s unprecedented times of change to better understand employees and respond to evolving customer requirements.”

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