NICE Adaptive Workforce Optimisation

Most online services, products and virtual environments are currently personalised to a greater or lesser extent. And customers love it. In fact, 80% of customers today have come to expect personalisation from the companies they deal with on a regular basis.

Download this white paper to learn why personalisation – just as in the case of customers – is key to building an effective employee engagement strategy. This is because, outside the office, contact centre employees are customers too. Conditioned to expect personalisation almost everywhere else, its absence where they ultimately spend most of their time can be a cause of ongoing frustration.

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