The latest workforce management research from ICMI and
NICE reveals some interesting challenges and trends in today's contact
center. WFM remains a highly-manual function; Forecasting for non-voice
interactions is minimal; And a frightening percentage of contact
center's don't even measure forecast accuracy. In light of these
findings, ICMI and NICE have partnered on this ICMI Tool Kit to provide
contact center leaders with some of the fundamental resources that
they'll need to develop an effective workforce management program.