NICE Wins TMC Future of Work Award for Agent Empowerment Through Exceptional Augmentation

We’re thrilled to share that TMC, a global leader in building communities through digital and in-person marketing, has honored NICE Workforce Engagement Management (WEM) with its prestigious Future of Work Agent Experience Award.

This award celebrates companies that go above and beyond to create exceptional agent experiences, from cutting-edge technology to enhancing work-life balance and putting agents at the heart of their strategy. The winners are celebrated for their exceptional innovation in empowering agents and driving customer service excellence—and we’re honored to be counted among them!

"Congratulations to the winners of the 2024 Future of Work Agent Experience Award," said Rich Tehrani, CEO of TMC. "This recognition highlights their unwavering commitment to excellence in the contact center industry. It showcases their role in improving the agent experience, helping companies attract and retain top talent, and ultimately delivering outstanding customer service."

Why WEM Adoption is Skyrocketing—and Why It Matters

In today’s fast-paced world, customer service agents face mounting pressures—from meeting rising expectations and handling complex interactions to navigating multiple systems while maintaining a positive mindset. These challenges are real, and they demand real solutions.

The need for WEM has never been clearer. From the customer service frontline to back-office operations, the adoption of intelligent WEM applications offers critical capabilities that not only empower agents and improve customer service, but support organizations with cost control through operational efficiency and savings.

How NICE is Augmenting the Workforce

At NICE, we believe that empowering agents creates a ripple effect of benefits for everyone. Our approach centers on workforce augmentation—elevating human potential through AI and automation tools. By keeping employees at the heart of decision-making and execution, we enable them to focus on more meaningful work, driving higher job satisfaction and fulfillment.

Our complete WEM suite equips agents with the tools and support they need to not only meet expectations but thrive personally. A standout example is NICE CXone Mpower Copilot, an AI-powered companion designed specifically for customer service professionals. This intelligent copilot offers real-time, AI-driven guidance that enhances focus, boosts productivity, and elevates job satisfaction—helping agents deliver exceptional customer experiences every single day.

As digital engagement accelerates, the demand for genuine human connection remains as strong as ever. In this landscape, creating moments of authentic interaction is crucial for delivering seamless, impactful customer experiences. That's why we are dedicated to equipping agents with the flexibility, support, and technology they need to consistently perform at their best.

Join us as we continue to shape the future of work, empowering agents to create effortless experiences. Discover how NICE WEM can transform your customer service today: https://www.nice.com/products/workforce-engagement-management