Managing the Modern Contact Center: Current Employer Trends
Visibility that empowers agility
Monitor real-time adherence
Help agents stay engaged and succeed, with direct, continuous feedback.
Automate real-time changes
Proactively identify employee performance and service challenges, to inform net staffing calculations.
Monitor forecast metrics
Leverage powerful re-forecasting and re-simulation to ensure the published schedule stays accurate.
Capture agent work history
Automatically account for success rates of self-service bots and IVR, to generate forecasts based solely on work by agents.

Managing adherence
It is crucial to the smooth running of your contact center that agents adhere to their set schedules. Helping you manage resources, meet customer demand and achieve KPIs, adherence is one of the most powerful features in NiCE WFM.

Lands’ End refreshes operations with NiCE WFM
Learn how Lands’ End was able to modernize contact center operations in the cloud and achieve an 80% reduction in WFM staff effort for schedule transactions, all by implementing NiCE WFM.
Results-driven intraday management
NiCE WFM intraday management proactively adapts to ever-changing contact center conditions and agent behaviors. Delivering consistent and efficient staffing, it easily identifies opportunities to strengthen and impact service goals, by continuously aligning management and agent scheduling needs.

Real-time adherence
Gain visibility into scheduling compared to actual agent activity, for impactful insights that can be actioned immediately.

Schedule optimization
Drive service level goals and control costs, with continuous proactive staffing adjustments.

Drag-and-drop schedule modification
Enjoy an easy-to-use interface that enables workforce managers to precisely modify staffing to meet demand.

Mobile scheduling access
Streamline administrative tasks, by giving agents access to easy-to-use scheduling capabilities for trading, time-off, extra hours, exception requests, and performance.
“We wanted to maximize usage of WFM, improve forecasting, fully utilize the scheduling module from manual schedule to automated, and monitor real-time agent activities.”
Charisse D. Leonardo
Senior Manager Contact Center, Maxicare
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