You’ve got a lot to manage, and we can help with everything you need for faster, more accurate workforce management.
Improve agent visibility, flexibility, and accountability with a mobile app for scheduling, performance views, and notifications.
Make sure you’re appropriately staffed today and into the future, with proactive modeling of complex workforce scenarios.
EE Expands Workforce Flexibility and Engagement with NICE Workforce Management
Telecommunications provider EE and its sister organizations BT and Plusnet consolidated workforce management solutions into a single NICE Workforce Management instance to improve flexibility and enhance employee engagement. The new solution provides greater schedule flexibility and improved efficiency for 17,000 agents across 37 contact center locations.
Growing With Gusto: Rapid Path to Business Outcomes
Gusto’s collaborative work style needed a workforce management solution that would provide structure yet maintain flexibility.
Growing Workforce Management (WFM) and Increasing Operational Rigour
Belong, an Australian communications company, leveraged NICE expertise to grow its workforce management proficiency. With NICE’s assistance, Belong is correctly mapping and categorizing calls from its ACD and to NICE Workforce Management.
NICE is recognized as a market leader in workforce management by DMG Consulting, for the 10th consecutive year.
DMG provides primary research that guides critical decisions made by businesses in the dynamic and rapidly transforming contact center market.
WFM Challenges with Digital Channel Management
Organizations today handle interactions and transactions across a wider variety of communication channels than ever before. Adoption of digital channels, from email and chat to SMS and social media channels, has skyrocketed over the last year, placing new demands on support, service and sales teams.
The Ultimate Purpose of WFM
Workforce management is a critical component of any contact center operation.
WFM in a Digital World: Rethinking Scheduling and KPIs
Frost & Sullivan recently moderated a discussion among several industry leaders to better understand the challenges and opportunities around workforce management (WFM) in the digital world.