TRANSFORM Your Organization with Workforce Management

Scott Buchanan

June 24, 2014

Three Elements:

Transparency

Insight

Motivation

New in IEX WFM V6

Proof Points

Three Conversations

How do you

TRANSFORM

… Operational

Efficiency?

Employee

Engagement?

4

Three Critical Elements

Tr Transparency

In Insight

Mt Motivation

TRANSPARENCY

Automatically post available shifts /

leave opportunities

Once opportunities are claimed,

auto-remove from the timeboard

Populate opportunities via bulletin

board, chat, alerts in V6 portal

Timeboard

6

Easily Communicate Overtime / Early Departure

Minimum rest time and

maximum work policies

Schedule policies within

defined date ranges

Create sequences that

ensure certain shift

types always follow

other types

Post overtime and leave

early opportunities to be

claimed by employees

Schedule Change Policies

7

Configuration Removes Complexity

8,000 Hours

Manual Processing

75% $49K Saved from

Schedule Change

Policies

Ho

urs

Saved

E

xcep

tio

ns

Business Impact

INSIGHT

APIs to connect WFM to

payroll, timekeeping,

HR, performance, etc.

Unify protocols,

databases and

functionality

Eliminate paper-based

processes and duplicate

data entry

SmartSync API

10

Connect WFM to Other Systems

Real-time adherence in thin client

(browser) to monitor / manage

employees

Add NICE Real-Time Monitoring

for complete view of agent desktop

Adherence

11

Monitor and Manage

MOTIVATION

Unified user

administration across

PM, WFM and ICM

Simpler user access to

information

Clear connection

between performance

and compensation

Integrated Portal

13

One Home for PM, WFM and ICM

Message Boards:

Communicate WFM

information to the

organization

Wikis and Blogs:

Document and share

learning and ideas

Polls: Get to the root

cause of emerging

issues

Collaboration

14

Connect across sites, teams and roles

30K+ Hours

Average Handle Time

-40% $152K Saved from

Performance

Manager

Module

Ho

urs

Saved

A

cco

un

tab

ilit

y

Business Impact

16

Join the 10 & 10 Club

CUSTOMER EXPERIENCE

+ 10% Service Improvement

EMPLOYEE ENGAGEMENT

- 10% Cost of Care

+10% (CSAT)

+ 14 %

(AHT)

+11% (NPS)

- 15% (Efficiency)

+12% (CSAT)

+ 13%

(FCR)

+10%

(Service

Level)

- 20%(C

ost)

Three Must-Have Conversations with Upgrade

17

Back Office Performance Manager Cloud

1 2 3

Back Office Value Prop 1

Accurate forecasts of work demand

Capacity plans with actual available hours

Bring Back Office proficiency model to life

Back Office helps

Contact Center Branch helps

Contact Center

Contact Center

helps Back Office

9AM 5PM

VO

LU

ME

Performance Manager Value Prop

19

2

Amplify your investment in WFM data by making it operational

Automatic reporting, alerts, messages and tasks

Clear performance goals and accountability at individual level

Coaching workflows that drive action and track impact

Cloud Value Prop 3

Swap capital expenses for operating expenses

Reduce cost of operations and infrastructure

Speed time to value and access to new capabilities

Highest CSAT:

Uptime SLAs and clear ownership

Lowest TCO:

Save 30% to 45% of total 3-year SaaS investment

THANK YOU

www.nice.com/engagedemployee

@nice_wfo