How to prepare for the digital CX future with long-term planning

In today's fast-paced digital landscape, contact centers face growing challenges that range from diverse digital channels to evolving agent skill requirements and the rise of hybrid work environments. The pressure to manage these variables and make effective decisions has never been greater.

Historically, workforce management tech investments have focused on short-term forecasting and scheduling rather than strategic long-term planning. This shortsightedness means many workforce managers miss out on return on investment (ROI); long-term planning can uncover hidden financial benefits and better align customer service with service-level agreements (SLAs).

Research has shown that companies that prioritize long-term goals generally outperform their industry counterparts in various financial measures and are also able to align employees and stakeholders around a common vision.

Advanced planning tools provide a robust solution, offering significant future rewards for forward-thinking contact centers. By delivering the crucial answers and insights needed for making informed workforce planning decisions, NICE WFM Enhanced Strategic Planner (ESP) empowers contact centers to unlock their full long-term planning potential.

Drive operational efficiency, increase accuracy of workforce planning

NICE WFM ESP empowers you to smartly plan for the future by predicting how staffing scenarios will impact your contact center's performance goals. NICE WFM ESP evaluates your staff, channels, and business rules to make accurate forecasts. With NICE WFM ESP’s advanced tools, you can account for all relevant variables and make informed decisions based on your contact center’s unique staffing needs. This enables you to control costs, create better hiring plans, and enhance customer service.

Capabilities of NICE WFM ESP include:

• Advanced statistical models
• “Reverse-solve” for performance targets
• Digital channel management
• Dynamic charting
• Interactive reporting
• Shrinkage sub-categories
• Effective back-office planning
• “What-if” planning
• Intuitive design
• Secure anywhere accessibility

Increase the ROI of your planning

NICE WFM ESP enables you to get the most out of your workforce planning program by unlocking a wide range of benefits.

• Comprehensive insights: NICE WFM ESP provides more than just staffing numbers for various scenarios; it also projects service levels, ASA, occupancy, and more based on predicted staffing levels.
• Streamlined planning: NICE WFM ESP enables you to create and save multiple plans for the same time ranges with different parameters, making them accessible at the click of a button.
• Ease of implementation: NICE WFM ESP's user-friendly design simplifies long-term workforce planning, accelerating adoption and enhancing the value contact centers can achieve.
• Fast results: Efficient models enable you to quickly address last-minute changes or questions in meetings with precise, informed answers.
• Always up-to-date: Continuous feature delivery through the cloud ensures that your contact center always has access to the latest features without costly and time-consuming delays.

Future-proof your organization with NICE WFM ESP

Long-term planning can significantly benefit contact centers that invest in it. With NICE WFM ESP, you’ll gain accurate insights to achieve your goals and effectively respond to today’s dynamic business landscape. Learn more about how you can increase the value of your long-term planning with NICE WFM ESP with the Preparing for the Future With Long-Term Strategic Planning eBook.