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Workforce Management Strategic Planning

Make workforce planning work for you

See what’s ahead, stay on track, and make every staffing decision count with Enhanced Strategic Planner.

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The world’s best brands trust NiCE to power 15B+ interactions a year

Future-ready workforce planning

Anticipate demand, adapt to change, and keep your contact center ready for whatever tomorrow brings.

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Get the most accurate forecasts

Harness AI-generated forecasts from NiCE Workforce Management or CXone Mpower WFM to enable the highest accuracy for your staffing plans.

Reverse solve to set goals you can meet

Work backward from your targets, factoring in shrinkage and other variables, to create staffing plans and SLAs grounded in reality.

Keep staffing efficient and adaptable

Blend human insight with AI accuracy to ensure your workforce plan stays effective, responsive, and ready for change.

Prepare for every “what-if”

Run unlimited scenarios to anticipate shifts in demand, justify hiring decisions, and respond quickly before changes impact service.

Match hiring to tomorrow’s demand

Plan staffing for changing needs with precision, flexibility, and speed.

Leverage AI-generated forecasts that adapt to historical data and test advanced statistical models to keep staffing plans aligned with demand.
Give teams safe, role-based access from any location with single sign-on, encrypted cloud connectivity, and managed infrastructure.
Break shrinkage into user-defined sub-categories for instant, detailed knowledge that makes planning and adjustments more precise.
Spot anomalies with interactive charts and grids, then refine them instantly using drag-and-drop, dynamic chart editing tools.
Bring digital and back office work into one staffing plan, keeping coverage balanced across every channel.

Plan with clarity, adapt with ease

See how Enhanced Strategic Planner helps leaders forecast demand,
align staffing, and build plans that adjust with change.

Success stories

See what global CX leaders are saying

KeyBank invests in workforce excellence with NiCE WFM Suite in the Cloud

faster schedule generation

Hundreds

of analyst hours saved with self-service PTO processing

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Transforming member experience: SECU’s journey with NiCE

50%

improvement in service levels

85%

elimination of overtime

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Utility Warehouse answers key agent and customer needs with NiCE IEX Workforce Management

11%

improvement in forecast accuracy

11%

drop in agent attrition

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Growing with Gusto: rapid path to business outcomes

69%

faster ASA and 50% fewer abandoned calls

75%

less time managing schedule exceptions

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City of Fort Worth facilitates smooth growth with NiCE WFM

96%

schedule adherence

90%

increase in employee satisfaction

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Plan today to shape tomorrow

Explore expert insights, strategies, and AI know-how to prepare your teams for the future of work, regardless of what tomorrow may bring.

Ready to experience the power of one platform?

Let us show you how NiCE can unify, automate and elevate your entire customer experience - with AI at the core and outcomes at the forefront.

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Workforce Management Strategic Planning: FAQs

Enhanced Strategic Planner is part of the NiCE CXone Mpower suite of workforce management tools. It’s a long-term capacity planning tool that helps contact centers predict how different staffing scenarios will impact performance goals. ESP uses data from AI-powered forecasts to consider staffing needs, channels, and business rules so you can create precise, data-backed plans months or even years in advance. With ESP, leaders can explore “what-if” scenarios, adjust for changing demand, and make confident decisions that keep service levels strong while controlling costs.

Capacity planning (also called resource or strategic workforce planning) helps you decide how many people you’ll need now, in the near term, and years ahead. In a contact center, it’s about balancing skills, capabilities, and preferences to match demand without over- or understaffing. It can focus on individual roles, keep staffing efficient across the company, and identify long-term workforce gaps so you can plan for growth.

Tools like ESP turn capacity planning into a faster, data-driven process. They use AI forecasting and scenario modeling to anticipate changes, test different staffing strategies, and show the impact on service levels so you can adjust plans quickly and make decisions with confidence.

AI is making forecasts more accurate and adaptable. By automatically testing dozens of models, AI finds the one with the best accuracy for your data. It improves the precision of staffing plans, boosts operational efficiency, and adapts to changing patterns. The result is consistent service, better retention, and lower costs.

NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower connects channels, data, workflows, and knowledge into one platform, trained on the industry’s largest CX dataset. The result is seamless service experiences, greater efficiency, and better outcomes, whether you’re a small team or a global enterprise.