Overview
Under pressure to drive growth while keeping service levels high, businesses today are constantly on the lookout for ways to do more with less. Usage of digital channels has exploded, which means contact centers are managing interactions on more channels than ever before, and customers expect ever-higher service that’s consistent across channels. That’s why a growing number of forward-thinking organizations are leveraging simulation to deliver on the promise of skills-based routing. In this white paper, we’ll examine the benefits and challenges of skills-based routing and detail how organizations can use the power of simulation to maximize their operational potential.
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.
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.