Overview
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. Proper forecasting can also reduce expenses by properly aligning supply of employees and demand of customers. Optimizing your workforce increases service levels, customer satisfaction, and employee morale—all contributing to increasing profits and lowering costs.
This white paper provides a general description of the CXone Workforce Management’s (WFM) forecasting 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.
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.
Evolving beyond the spreadsheet with NICE CXone WFM
Now more than ever, contact center leaders facing an uncertain economic climate need to dial in their workforce management (WFM) practices to reach the next level of cost center control.