Hope is Not a Strategy
This eBook covers how AI simulators are helping contact centers take the guesswork out of multi-channel staffing models. NICE WFM enables customers with multiple digital channels to test an unlimited number of "what-if" scenarios using our advanced simulator.
KPN drives operational efficiency and transforms digital journey with WFM and EEM
A leading supplier of telecommunications and IT in the Netherlands, KPN is committed to creating secure, reliable, and future-proof networks and services to connect people and devices anytime, anywhere
Solving the top concerns of today's contact center
Contact center leaders today face a host of challenges as they try to balance the mandate to operate efficiently with that of providing a consistently high level of customer service. Eight key challenges – service objectives, multi-skills, adherence, occupancy, absenteeism, employee engagement, omni-channel and attrition – pose a not-insignificant challenge in the constantly changing contact center environment. On their own, each is a complex issue; together, however, interdependencies magnify the challenge, and traditional workforce management (WFM) can solve only part of it.