Employee Engagement Management Tool (EEM)

EEM facilitates the achievement of your organization's customer service objectives with greater ease and efficiency. It intelligently identifies solutions for personnel gaps, proactively manages agent communications, and automatically adjusts schedules within the NICE scheduling management system. This ensures that agent resources meet customer demands while eliminating daily operational pressures.

Case Study:

KPN

Enhancing Operational Efficiency and Driving Digital Transformation with WFM and EEM

As a prominent telecommunications IT service provider in the Netherlands, KPN is committed to building secure, reliable networks and services for a connected world, anytime, anywhere.

To achieve this, the company invests in advanced solutions including fiber optics, smart automation features, and modern mobile networks like 5G, aiming for sustainable development, innovation, and digital transformation. To digitize workforce management, KPN chose NICE Workforce Management (WFM) and NICE Employee Engagement Management Tool (EEM).

We engaged various business units in workshops to ensure proper prioritization and resource allocation, supporting project implementation of digital priority strategies across all channels. VRS flexibly assembled a diverse team, bringing together WFM and ACD experts alongside key stakeholders to drive innovation.

——EVERT VAN DER ZEE

Senior Capacity Manager, KPN

Agent Absenteeism Rate:

Decreased from 3% to 1%

Night Service Availability Rate:

Increased by 6%

Average Speed of Answer (ASA):

Reduced by 300 seconds

Interval Adherence Accuracy:

Within 90%-110%

(50% of Intervals)

Accuracy of Forecasting Improvement:

Increased by 1%-4%

(Most Critical Call Types)