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Workforce engagement

A successful contact centre starts with efficient agents

For any customer engagement to function at scale, a highly robust workforce operation must be in place.

Digital engagement is on the rise

Efficient and effective customer engagement processes are becoming more and more important. But in order to create an efficient contact centre, enterprises need more than great technology—the agent workforce is just as important. That's why Nuance supports enterprises' workforce with the right tools and processes to manage and continuously improve a successful contact centre programme.

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Esurance case study

Nuance and Esurance work together to propel online sales growth and customer satisfaction.

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Chat agent workforce tools

The way customers engage with you has changed over recent years; the results they expect have not. Your agent workforce has to be able to serve your clients no matter what channel they use or what they ask.

Workforce Management

Nuance workforce management capabilities as part of the Digital Engagement Platform improve contact centre effectiveness with a variety of intelligent algorithms, such as chat agent availability checks and message routing.

Nuance Agent Desktop for Live Chat

Nuance Agent Desktop for Live Chat enables your chat agents to take care of your customers. Intuitive tools and easily accessible information help them to be more efficient and to provide answers fast.

Nuance Supervisor Desktop for Live Chat

Nuance Supervisor Desktop for Live Chat assists your contact centre managers with real‑time information. A customisable view of engagement insights and smart indicators ensures that the manager always has the back of their chat agents.

Nuance chat agent workforce tools deliver:

Increased chat agent efficiency and satisfaction
  • Easier access to relevant information, so the agent and the supervisor can provide assistance in a timely manner, using, for example, CRM widgets, chat agent scripts, agent‑to‑supervisor messaging and more.
  • Ability for chat agents and contact centre managers to organise their desktop to their liking, using modular widgets and customisable views.
  • Ability to integrate with an agent‑facing virtual assistant for quick help powered by AI.
Streamlined contact centre operation
  • Efficient agent operation, including faster disposition, advanced script settings and ability to handle multiple conversations with intuitive views for active and pending engagements.
  • One desktop for all live engagements in digital channels like website, messaging, social and mobile apps.
  • Future-proof design that addresses the need of customers to engage in any channel in real time or asynchronously, over time.

Chat agent services

Whether you have your own chat agents or want us to take care of that, we have you covered. Our team's goal is to improve the programme performance and enable you with innovative technologies and processes. Extensive training before deployment and ongoing optimisation ensure your chat agents and their supervisors are equipped with everything they need to succeed.

KPIs of Nuance Workforce Engagement

Nuance automated and human‑assisted technology, combined with optimisation of the chat agent programme, deliver real business results.

KPIs of Nuance Workforce Engagement chart

Resources

eBook
  • Live Chat 101
    Everything you wanted to know about live chat but were afraid to ask.
Data sheet
  • Workforce Engagement
    Read more about automated and human‑assisted engagement technology for a streamlined workforce.

Learn how you can more effectively manage live agent teams.

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