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Accurately and precisely forecast customer demand
Special event period forecasting
Data aggregation and automated or manual ACD planning and forecasting
Automated extreme and missing data detection
“What-if” forecasting and scenario analysis
Automated forecast accuracy tracking:
Forecasting is one of the most critical steps in managing the contact center. Increase accuracy using sophisticated time-series forecasting, “what-if” modeling and automated analysis and tracking.
Generate forecasts at the enterprise level while locally managing agent schedules and performance across multiple locations.
Achieve greater staffing efficiency over manual schedule assignment methods by generating agent schedules concurrently
Support for multiple assignment methods enables you to design work-rule parameters that meet the unique needs of your agents and your operation.
Proactively manage your contact center’s performance with configurable intraday dashboards, schedule management and real-time adherence tools.
Empower front-line supervisors and agents with tools to self-manage schedule exceptions, overtime, voluntary time-off (VTO) and more
Select each item to see the next-level benefits of CXone WFM.
Forecasting is one of the most critical steps in managing the contact center. Increase accuracy using sophisticated time-series forecasting, “what-if” modeling and automated analysis and tracking.
Generate forecasts at the enterprise level while locally managing agent schedules and performance across multiple locations.
Achieve greater staffing efficiency over manual schedule assignment methods by generating agent schedules concurrently
Support for multiple assignment methods enables you to design work-rule parameters that meet the unique needs of your agents and your operation.
With no WFM software to be installed (or servers to maintain), you can minimize on-going IT support costs and focus on what matters.
Empower front-line supervisors and agents with tools to self-manage schedule exceptions, overtime, voluntary time-off (VTO) and more.
Proactively manage your contact center’s performance with configurable intraday dashboards, schedule management and real-time adherence tools.
