Nothing Artificial About It: A Guide to “Augmented Intelligence” for WFM

Proper forecasting can reduce expenses by optimizing your workforce to increase service levels, customer satisfaction and employee morale.

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.

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.