Overview
For many contact centers, workforce management technology investments have historically been consumed by forecasting and scheduling betterment rather than long-term planning efforts.
As a result, many workforce managers have not realized the total ROI achievable with forward-looking planning. Utilizing long-term planning at your contact center equates to uncovering the hidden financial benefits and opportunities to better meet your customer service needs and SLAs.
This white paper describes how NICE WFM Enhanced Strategic Planner (ESP) helps contact centers capitalize on their full long-term planning potential by providing the answers and insights needed to make better workforce planning decisions for long-term success.
Enhanced Strategic Planner
Plan accurately, efficiently, and long-term, surpass operational goals with NICE Enhanced Strategic Planner for contact centers.
Contact Center Leaders - How to Plan in a Rapidly Changing Environment
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.
NICE WFM Suite
This ebook will discuss the different modules available within the NICE WFM Suite.
