The addition of new generations of employees to the workplace, the lingering effects of the pandemic on consumer and employee behavior, and the need for resiliency amid economic headwinds have created a perfect storm of challenges for the contact center.
These new challenges have fueled an evolution in the paradigms surrounding workforce management (WFM). Facing a new, increasingly blended digital office, WFM teams are looking to enable much more flexible work assignments and much more flexible planning, scheduling, and forecasting.
At the same time, customers in today’s digital world demand more than ever. But the gap between customer expectations and business reality is increasing. Consumers expect to receive the same level of support and satisfaction regardless of the channel they use to engage with a business, and it’s a well-documented fact that CX impacts brand opinion and loyalty significantly.
But how do you meet your customers where they are and support their channels of choice without overloading your contact center? Doing so starts with arming agents with the right tools to help customers where, when, and how they want to interact. But it doesn’t stop there—you also need to equip your people with the best tools to ensure that their employees are where they need to be, when they need to be there.
You need a complete, integrated solution to ensure that every customer need is met, regardless of the channel they use to communicate with your organization—one that breaks the chains of traditional WFM paradigms. The happiness of agents and customers alike depends on it.
In our recent Harnessing Digital Channels and WFM to Provide the Best Service for Every Customer eBook, we outline the challenges organizations face in providing the best service for every customer and detail how you can harness digital channels and WFM to solve these challenges. The reality is that a comprehensive digital WFM and CX platform are simply better together. Together, they give you the digital tools your people need to do the best job for every customer, no matter where that conversation takes place. With access to more than 30 digital channels and the ability to bring in your own quickly and easily, NICE CXone and Digital Experience solutions enable you to provide friction-free experiences for your customers.
Then, once you have your digital channels in place, you need to make sure that they’re staffed appropriately. With NICE WFM with True to Interval (TTI) Analytics, you can ensure that you have the best people in the right places at the right time for every interaction. TTI enables you to forecast and schedule digital interactions accurately by reporting in the time intervals when an interaction is actually handled, not just when it ends.
CXone, Digital Experience, and TTI are simply better together. With this comprehensive platform, you have the best digital tools for amazing customer interactions on any channel your business needs, and you can equip your teams with the best to resource your agents. Learn more about how digital channels and workforce management can come together to deliver flexibility and agility with every single interaction, no matter how the conversation takes place.