Overview
Managing and maintaining published schedules in NICE Workforce Management (WFM) is an important step, but one that doesn't require extensive manual work. Changes driven by employees or business demands need to be assessed, with relevant actions taken as a result, but the majority of these changes can and should be automated when possible, freeing managers and planners to perform analyses rather than spending time making schedule changes.
This ebook shows how NICE WFM is used to manage agent schedules.
The role of AI in WFM
NICE WFM uses AI best pick technology to determine which algorithms - from a series of more than 45 - will produce optimal results for each type of work that is being forecasted.
How to Manage the Remote and Hybrid Workforce
There are many reasons companies transition to a work-from-home and hybrid model. Regardless of the reason for the shift, making the move to work-from-home full-time or in a hybrid model can reap many benefits for employees and organizations alike, but it does come with its workforce management challenges
Managing Adherence with NICE WFM
Adherence is one of the most powerful features in NICE WFM to help you manage resources and meet customer demand and KPIs. Adherence is important because if employees deviate from your schedules, it doesn’t matter how good your plans were – issues will start to occur.
