Contact center workforce management planning - Optimize Your CX

{"@context":"https://schema.org","@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What is NICE Workforce Management?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eThe NICE Workforce Management (WFM) application has been a long-standing market leader providing workforce management and optimization solutions for over 30 years, since 1988. With more than 45 algorithms for maximum forecast accuracy, NICE WFM offers the flexibility to fit forecasting and scheduling to highly specific environments. With its ability to simulate exact routing rules, provide multiple options for business rules and employee preferences, and advanced self-scheduling and communication capabilities, NICE WFM easily supports complex environments. Overall benefits of the NICE WFM solution include: \u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eFully embedded simulation that provides the most accurate required staff in a multi-skill, multi-site, multi-work type environment.\u003c/li\u003e\n \u003cli\u003e+45 algorithm models, including an AI \u0026lsquo;best pick\u0026rsquo; forecast option.\u003c/li\u003e\n \u003cli\u003eTime-off / scheduling requests and change management tools from mobile.\u003c/li\u003e\n \u003cli\u003eScheduling for back office resources per the right workload and measures adherence.\u003c/li\u003e\n \u003cli\u003eFlexible, feature-rich scheduling.\u003c/li\u003e\n \u003cli\u003eSelf-service portal for automated time off management, collaboration, and employee engagement.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cimg alt=\u0022\u0022 height=\u0022193\u0022 width=\u0022776\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-1.ashx?la=en\u0026rev=e8a1a4e7a22a4ddf98eb6585837d8c14\u0026hash=149FE44C98CB834703667CB3A3346512\u0022 /\u003e\u003c/p\u003e"}},{"@type":"Question","name":"What are Key Capabilities in NICE WFM?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003ea. Forecasting Accuracy:\u003c/p\u003e\n\u003cp\u003eNICE\u0027s proprietary forecasting and simulation technology produces the most accurate workforce plan in the market, which helps you effectively serve your customers at the lowest cost possible. NICE does this through the following unique methodology:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eForecasting with Artificial Intelligence:\u003c/strong\u003e NICE is the only WFM vendor that offers four unique forecasting models with an Artificial Intelligence Best Pick algorithm that helps users choose the most accurate model for each day of the week for easy-to-use-to-use accurate forecasting.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eAnalytical Simulation of Requirements:\u003c/strong\u003e NICE uses patented simulation algorithms to simulate exact routing rules, agent skills, and priorities in a multi-skill environment to ensure accurate coverage of all work across multiple channels and work types.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eTrue-to-Interval (TTI): \u003c/strong\u003eNICE\u0026rsquo;s True to Interval technology enables NICE WFM to be the only software that accurately accounts for asynchronous or discontinuous work items typical of digital channels and back office workstreams. In addition, TTI solves for extended synchronous contacts when the handle times are longer than the planning period. By adding two new fields, \u0026ldquo;Answered\u0026rdquo; and \u0026ldquo;Active,\u0026rdquo; staffing requirements are based on when the work was actually being performed as opposed to when the work item was completed.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eb. Simulation-Based Scheduling:\u003c/p\u003e\n\u003cp\u003eNICE is the only WFM solution on the market that uses simulation during the forecasting and scheduling processes to more accurately predict the balance between customer demand and agent availability and skills. The ability to re-simulate allows you to easily and effectively react to changing conditions.\u003c/p\u003e\n\u003cp\u003ec. Intraday Analytics:\u003c/p\u003e\n\u003cp\u003eNICE WFM provides users with automated intraday re-forecasting, accurate net staffing analysis by queue, schedule re-simulation and optimization, and skill- aware change management. These features allow NICE customers to easily and effectively read and react to changing conditions.\u003c/p\u003e\n\u003ch2\u003eWhat are NICE WFM Differentiators?\u003c/h2\u003e\n\u003cp\u003eNICE WFM is the most comprehensive and configurable WFM solution on the market. Key differentiators include:\u003c/p\u003e\n\u003cp\u003ea. Forecasting with Artificial Intelligence:\u003c/p\u003e\n\u003cp\u003eNICE WFM presents the most advanced forecasting solution on the market: 46 algorithms, supported by artificial intelligence, allow NICE WFM to calculate extremely accurate resource requirements to build the most efficient schedules possible.\u003c/p\u003e\n\u003cp\u003eb. Machine-Learning Multi-Skill Simulation:\u003c/p\u003e\n\u003cp\u003eOnly NICE WFM simulates exact ACD routing, employee skills, skill levels, and schedules with its patented formula; machine-learning algorithms create improving efficiencies.\u003c/p\u003e\n\u003cp\u003ec. Multi-Channel Support:\u003c/p\u003e\n\u003cp\u003eAbility to forecast, schedule, and manage all customer contacts and back office work, enabling organizations to be highly productive.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\u0022\u0022 height=\u0022233\u0022 width=\u0022641\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-2.ashx?la=en\u0026rev=c93571fae44047ffbab0f1750a5ead13\u0026hash=CE5B5201F46D8869E301E170917311A0\u0022 /\u003e\u003c/p\u003e"}},{"@type":"Question","name":"How does NICE WFM provide scheduling flexibility for the agents while protecting service level goals for the business?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eEmployee Engagement Manager (EEM):\u003c/p\u003e\n\u003cp\u003eThe EEM solution is a NICE-exclusive staffing optimization \u003cbr /\u003e\ntool that provides intelligent, automated staffing management via proactive rules-based schedule adjustments and employee self-service via its mobile app.\u003c/p\u003e\n\u003cp\u003eEEM helps you engage your employees, optimize schedules, and automatically manage performance, resulting in reduced costs, improved service levels, and increased employee satisfaction.\u003c/p\u003e\n\u003cp\u003eEEM\u0027s Dynamic Workforce Optimization, Automated Intelligent Self-Scheduling, and Gamified Surge Scheduling are patented and exclusive to NICE.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\u0022\u0022 height=\u0022469\u0022 width=\u0022530\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-3.ashx?la=en\u0026rev=c11f86e6544f4317820e45909183f3ce\u0026hash=25DA65D848C55C487C73F5225AC8B316\u0022 /\u003e\u003c/p\u003e\n\u003cp\u003eSystem-initiated schedule changes: NICE Employee Engagement Manager and the Intraday Management feature create unparalleled solutions for managing the organization after schedules have been built, including system-initiated schedule change recommendations.\u003c/p\u003e\n\u003cp\u003eAnalyzes intraday data across contact types to proactively uncover staffing gaps caused by changes in customer demand and/or agent availability.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\u0022\u0022 height=\u0022411\u0022 width=\u0022731\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-4.ashx?la=en\u0026rev=beb4af63add34ea4aa2d0d67b8895a97\u0026hash=E39D93F74E71F4C0680A6817F2CFDDAD\u0022 /\u003e\u003c/p\u003e\n\u003cp\u003eIdentifies the optimal courses of action via its intelligent decision engine, which applies user-definable business rules to current staffing conditions.\u003c/p\u003e\n\u003cp\u003eTargets specific agents for extra hours, OT, or VTO based on employee preferences, total work hours, performance, and agent attributes.\u003c/p\u003e\n\u003cp\u003eRecommends business rules to help reduce manual tracking of agent, staffing, and performance data.\u003c/p\u003e\n\u003cp\u003eAlerts agents, supervisors, and administrators to relevant information so they\u0026rsquo;re empowered to take the right action at the right time.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\u0022\u0022 height=\u0022453\u0022 width=\u0022665\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-5.ashx?la=en\u0026rev=744ecf7c1a414711bbf41074e07b5640\u0026hash=8D3CA23CC142F9994E9E1C42486BFEA6\u0022 /\u003e\u003c/p\u003e"}},{"@type":"Question","name":"How does NICE WFM handle long-term planning? (CXone WFM has long term forecasts – 1 to 5 years)","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eEnhanced Strategic Planner (ESP):\u003c/p\u003e\n\u003cp\u003eLeveraging AI from NICE WFM, NICE ESP helps you intelligently plan for the future by predicting how anticipated or potential staffing scenarios will impact your contact center\u0026rsquo;s ability to meet performance goals. Powered by AI, it takes into account the needs of your staff, channels, and business rules to make precise predictions. Armed with NICE ESP\u0026rsquo;s powerful tools, you can consider all variables relevant to your contact center and make decisions based on its unique anticipated staffing needs.\u003c/p\u003e\n\u003cp\u003e\u003cimg alt=\u0022\u0022 height=\u0022452\u0022 width=\u0022707\u0022 src=\u0022/-/media/images/faqs/back-office-workforce-management/image-6.ashx?la=en\u0026rev=df26fe3ab8f04a5a94421ae8636bc396\u0026hash=05D1F3D92B27CA23B921495DF191C263\u0022 /\u003e\u003c/p\u003e\n\u003cp\u003eNICE ESP helps you control costs, develop better hiring plans, and improve customer service with these advanced features:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eAdvanced statistical models: \u003c/strong\u003eESP leverages AI-generated forecasts from NICE WFM that adapt to your historical data, enabling more accurate predictions and helping you solve future challenges.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eIntuitive design:\u003c/strong\u003e ESP\u0026rsquo;s user-friendly design adapts to any device and draws from the award-winning user interface of NICE CXOne Pro WFM.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003e\u0022What-if\u0022 planning:\u003c/strong\u003e ESP enables you to predict the potential impact of scenarios on your workforce and performance metrics, such as a business acquisition or staffing changes, so you can make a case for your contact center\u0026rsquo;s hiring needs and react faster to business changes.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eAnywhere availability:\u003c/strong\u003e Secure cloud connectivity with infrastructure, maintenance, and management by NICE ensures that your contact center\u0026rsquo;s data is safely accessible anywhere on most devices. With flexible deployment, ESP delivers a rapid ROI.\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"What is NICE WFM Suite Pricing and Bundles?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eSolution Components\u003c/p\u003e\n\u003cp\u003eWFM Software Bundle (foundational component)\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eNICE IEX Workforce Management Advanced \u003c/strong\u003e\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eNICE Enhanced Strategic Planner \u003c/strong\u003e\n \u003cul\u003e\n \u003cli\u003eHigh Availability\u003c/li\u003e\n \u003cli\u003eAdvanced AI Forecasting\u003c/li\u003e\n \u003cli\u003eWorkload Manager\u003c/li\u003e\n \u003cli\u003eNICE Data Explorer\u003c/li\u003e\n \u003c/ul\u003e\n \u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eEEM Software Bundle\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eNICE EEM Manager and Agent module \u003c/strong\u003e\n \u003cul\u003e\n \u003cli\u003eReal Time Alerting\u003c/li\u003e\n \u003cli\u003eAI-Based Rules and Insights\u003c/li\u003e\n \u003cli\u003eAdaptive Events\u003c/li\u003e\n \u003c/ul\u003e\n \u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"What analyst reports highlight NICE WFM?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eNICE is the clear choice for the following reasons:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eIn 2024, independent industry analyst firm DMG Consulting LLC named NICE the market share leader for Workforce Management (WFM) for over ten years in a row.\u003c/li\u003e\n \u003cli\u003eNICE has deployed our WFM solution to over 3.3 million seats globally.\u003c/li\u003e\n \u003cli\u003eNICE is the undisputed market leader; according to DMG\u0026rsquo;s Contact Center WFO Market Share Report, published in 2023, NICE holds a 36.9% share of the WFO market.\u003c/li\u003e\n \u003cli\u003eNICE consistently scores as a Leader in Gartner\u0026rsquo;s Magic Quadrant report. In 2019, 2020, and 2021, Gartner recognized NICE as a Leader in the New Magic Quadrant for Workforce Engagement Management, positioned highest in execution and furthest in vision for the fourth consecutive year. 2021 was the last time the Gartner WEM report was published.\u003c/li\u003e\n \u003cli\u003eNICE dedicates approximately 13-14% of annual revenue to R\u0026amp;D, resulting in expenditures of over $758 million over the past five years.\u003c/li\u003e\n \u003cli\u003eNICE innovation has been recognized with over 40 product awards in the last two years.\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"What kind of training is offered with NICE WFM?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eValue Realization Services (VRS) maximize the value of your investment in NICE products through all stages of solution maturity. Customers buy NICE solutions to drive business impact\u0026ndash;the faster, the better. The VRS approach focuses on four key areas:\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003e\u003cstrong\u003eIdentifying and capturing ROI at all stages of solution maturity: \u003c/strong\u003eWe provide a return on investment (ROI) roadmap with pin-pointed guidance focused on areas with the most opportunity and overall benefit to maximize business impact.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eConnecting system best practices to your unique business processes: \u003c/strong\u003eUtilizing the features and functionality of the NICE solution to get it right the first time.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eAccelerating adoption: \u003c/strong\u003eEnsuring your organization is ready to adopt the solution. We drive change, top-down and bottom-up, creating smooth transitions from the legacy/current state to the new environment.\u003c/li\u003e\n \u003cli\u003e\u003cstrong\u003eDriving business transformation and long-term impact: \u003c/strong\u003eLeveraging NICE expertise post-go-live. We stay with you, and we are committed to your continued success!\u003c/li\u003e\n\u003c/ul\u003e"}},{"@type":"Question","name":"What is the training and implementation timeline for NICE WFM?","acceptedAnswer":{"@type":"Answer","text":"\u003cp\u003eThese activities begin in the initial sales engagement, run parallel to the technical implementation, and continue post \u0026ldquo;go-live\u0026rdquo; to ensure stability, value realization, and customer success.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eWFM Operational Assessment\u003c/strong\u003e\u0026mdash;Analyze current state (WFM processes, systems in use, functions, organizational structure), conduct KPI baseline measurements (idle time, occupancy, AHT, forecast accuracy, etc.) to build a roadmap and execution plan for engagement model and quick wins.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eFunctional Design/Configuration\u003c/strong\u003e\u0026mdash;WFM setup and configuration assistance for the customer-specific environment based on recommendations from Operational Assessment.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eApplication and End User Training\u003c/strong\u003e\u0026mdash;Full core applications training.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eGo-Live Support\u003c/strong\u003e\u0026mdash;Expert access (remote) during go-live date to answer any operational/application question (1 day).\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eChange Management Best Practices\u003c/strong\u003e\u0026mdash;Managing movement from old/manual WFM processes or systems (excel spreadsheets or Aspect) to leveraging NICE WFM features. Define rollout strategy and supporting business readiness activities to accept the WFM solution and drive adoption (communication plan, user enablement).\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eSolution Adoption\u003c/strong\u003e\u0026mdash;Checking, measuring, and ensuring WFM features are being used as planned. Ensure complete migration from old processes to NICE best practice recommendations. Examples include features such as shift bids, forecasting, vacation bidding, and automatic schedule requests are being leveraged, and agents are using WebStation successfully.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eOptimization Workshop\u003c/strong\u003e\u0026mdash;Deeper scenario-based embedding through targeted sessions to improve customer application usage in different areas of the solution. These include forecasting, scheduling, shift bidding, intraday management, etc.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eHealth Check\u003c/strong\u003e\u0026mdash;Review database to identify unused entities, review KPIs, and compare results against previous baselines, business readiness, and change management progress based on initial recommendations.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eRefresher/Upgrade Training\u003c/strong\u003e\u0026mdash;On-demand refresher training, new resource ramp-up, or upgrade training (1 day).\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eROI Measurement\u003c/strong\u003e\u0026mdash;Calculating and measuring ROI achieved for customer\u0026rsquo;s KPIs through our solution. Provide insights on areas of opportunity, including projections and improvement recommendations.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eWFM Expert Access\u003c/strong\u003e\u0026mdash;Ongoing access to WFM experts to address just-in-time questions or clarify different WFM-related topics.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eSolution Redesign/Business Objectives Alignment\u003c/strong\u003e\u0026mdash;Upgrade planning for feature adoption.\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eRepresentative Project Resources\u003c/strong\u003e\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eApple Resources\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eCustomer PM\u003c/li\u003e\n \u003cli\u003eBusiness Owner / Sponsor\u003c/li\u003e\n \u003cli\u003eBusiness Analyst\u003c/li\u003e\n \u003cli\u003eSystem Administrator\u003c/li\u003e\n \u003cli\u003eServer Support\u003c/li\u003e\n \u003cli\u003eWorkstation Support\u003c/li\u003e\n \u003cli\u003eStorage / Archiving Support\u003c/li\u003e\n \u003cli\u003eNetwork Support\u003c/li\u003e\n \u003cli\u003eSecurity, Patching, Anti-Virus Support\u003c/li\u003e\n \u003cli\u003eTelephony Administrator / Specialist\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003cstrong\u003eNICE Resources\u003c/strong\u003e\u003c/p\u003e\n\u003cul\u003e\n \u003cli\u003eNICE PM\u003c/li\u003e\n \u003cli\u003eProfessional Services Engineer (\u0026ldquo;PSE\u0022)\u003c/li\u003e\n \u003cli\u003eDelivery Solution Architect (\u0026ldquo;DSA\u0022)\u003c/li\u003e\n \u003cli\u003eEducation Professional\u003c/li\u003e\n \u003cli\u003eBusiness Consultant\u003c/li\u003e\n \u003cli\u003eCloud Engineer (If SaaS Deployment)\u003c/li\u003e\n \u003cli\u003eAdvanced Services Team (\u0026ldquo;AST\u0026rdquo;) Engineer\u003c/li\u003e\n \u003cli\u003eEngineering Services\u003c/li\u003e\n \u003cli\u003eIntegration Engineer\u003c/li\u003e\n\u003c/ul\u003e"}}]}