Overview
This white paper explores the challenges of agent satisfaction and retention in contact centers. It highlights the My Zone and mobile app features of CXone Workforce Management (WFM) that can empower agents with control over their schedules, driving agent satisfaction, reducing attrition, and enhancing overall performance.
This white paper details the features of My Zone and the mobile app, including agent schedules, notifications, trade shifts, and self-service.
Get the most out of CXone WFM Intraday Management software
In the contact center, it’s critically important to ensure that the right employees are on hand at the right time to meet customer demand, so forecasts and schedules are prepared weeks or months in advance. Workforce managers review and monitor them again and again to make sure that they’re on track and that agents are adhering to their schedules. But changes are inevitable. 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.
Scheduling in CXone WFM: Maximizing efficiency and boosting flexibility
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.
The Secret Sauce to Get the Most Out of CXone Workforce Management Forecasting
Forecasting is crucial to contact center performance. It can be the difference between proactively serving your customers and hearing from upset customers after they experience friction.