Contact Center Back Office Workforce Management
Empowering the most complex environments.
View and manage resource capacity, improve forecasting accuracy including backlog, increases adherence to scheduled tasks, and empower employees with self-scheduling capability.Effective back office workforce management.
The NICE WFM back office solution is a vital component of any coherent, enterprise-wide effort to improve processes and create the perfect customer experience. A workforce management system for your back office is increasingly necessary for a healthy, productive environment. Our solution is integrated with desktop analytics, providing actionable insight into changing work volumes and actual employee productivity. The capability to forecast accordingly makes it the ideal solution for back office operations.Up to 38% reduction in monthly overtime with NICE WFM.
“We went through a technological and cultural transformation, and the results improved not only productivity but also agent development.”- WFM, Quality and Projects Director, Teleperformance BrazilLearn more
The Five Ways NICE Workforce Management benefits your back office.
- Improve Forecasting and Capacity Planning
- Reduce Staffing Costs with Efficient Schedules
- Manage Backlogs and Reduce Overtime
- Increase Employee Productivity and Empowerment
- Increase Customer Satisfaction
