Overview
Now that companies have shifted to hybrid work models, contact center leaders continue adjusting to a new normal that changes rapidly. States, municipalities, and global business process outsourcing (BPO) companies have also shifted to hybrid work. For agents working at home full or part-time, distractions not ordinarily present in the contact center environment run rampant.
At the same time, customer contact patterns have shifted dramatically. For example, agent workload is no longer predictable for many organizations. For workforce management (WFM) planners, the result is nothing short of chaos in the near term.
This eBook describes best practices to help contact center leaders plan more effectively in today's rapidly changing environment.
Enhanced Strategic Planner
Plan accurately, efficiently, and long-term, surpass operational goals with NICE Enhanced Strategic Planner for contact centers.
Prepare for the Future with Long-Term Strategic Planning with NICE Enhanced Strategic Planner
For many contact centers, workforce management technology investments have historically been consumed by forecasting and scheduling betterment rather than long-term planning efforts.
NICE WFM Suite
This ebook will discuss the different modules available within the NICE WFM Suite.
