Overview
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. By optimizing schedules across the contact center, you can meet service-level agreements (SLAs) and increase customer satisfaction while boosting profits and lowering costs with fewer agents. This guide provides a general description of the scheduling functionality offered by CXone Workforce Management (WFM) and a collection of suggestions to address common scenarios during usage.
CXone WFM forecasting
Proper forecasting can reduce expenses by optimizing your workforce to increase service levels, customer satisfaction and employee morale.
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.
NICE CXone WFM Agent Empowerment on the Go
In today's dynamic contact center landscape, businesses face the dual challenge of maintaining high service levels while effectively managing costs.
