Overview
This white paper explores the challenges of agent satisfaction and retention in contact centers. It highlights the My Zone and mobile app features of CXone Workforce Management (WFM) that can empower agents with control over their schedules, driving agent satisfaction, reducing attrition, and enhancing overall performance.
This white paper details the features of My Zone and the mobile app, including agent schedules, notifications, trade shifts, and self-service.
Get the most out of CXone WFM Intraday Management software
This guide provides a general description of the CXone WFM’s intraday management and real-time adherence (RTA) functionality and a collection of suggestions to address common scenarios during usage.
Scheduling in CXone WFM: Maximizing efficiency and boosting flexibility
Scheduling shifts in the contact center can be difficult. Circumstances can cause sudden changes, like moving scheduled activities when things are frenzied or adding a training session when you have enough employees to meet staffing requirements.
CXone WFM forecasting
Proper forecasting can reduce expenses by optimizing your workforce to increase service levels, customer satisfaction and employee morale.
