Overview
Workforce management (WFM) solutions can help contact centers not only manage intraday change but also understand and combat quiet quitting. CXone Workforce Management (WFM) helps managers and supervisors keep an eye on what’s going on in the contact center on any given day—and take steps to re-engage the employees who are so critical to delivering a great customer experience.
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.
Evolving beyond the spreadsheet with NICE CXone WFM
Now more than ever, contact center leaders facing an uncertain economic climate need to dial in their workforce management (WFM) practices to reach the next level of cost center control.
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.
