Overview
In this eBook, we will explore the concept of the Goldilocks principle as it applies to workforce management (WFM), drawing inspiration from the timeless children’s tale to find solutions that are “just right” for the modern contact center. From finding the perfect balance between feature-rich and user-friendly WFM solutions to crafting optimal agent schedules and managing change in real time, the content provided here demonstrates how personalized WFM solutions offer the functionality, usability, and flexibility contact centers need to thrive.
Empowering Agents with CXone Workforce Management (WFM)
This white paper details the features of My Zone and the mobile app, including agent schedules, notifications, trade shifts, and self-service.
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.