Your customers don’t always pick up the phone when they want to talk to you. They email, text, chat, or use any number of digital channels available today. These are the preferences of customers now, and they are not changing any time soon.
Digital channels have broken traditional WFM forecasting and scheduling methods in the contact center. To keep up with your customer’s expectations for fast, human service, drastic changes to workforce management are needed, and NICE WFM True to Interval (TTI) is designed for your new reality.
Traditional WFM paradigms are based on phone calls, but today’s digital interactions don’t fit neatly within these assumptions. Digital interactions are discontinuous, asynchronous, and handled by multiple employees. What’s needed is a system to break down interactions into smaller pieces, distributing them among the WFM planning intervals in which the work is actually happening for more accurate forecasting and scheduling.
Explore the tangible benefits of TTI:
More accurate forecasting of workloads for better scheduling and staffing levels
Blending of front and back office work streams for greater efficiency
Improved contact center KPIs, including AHT and CSAT
Meet the new reality of digital channels with a revolutionary WFM solution
