Use real-world scenario simulation to implement preliminary testing of skills-based routing, for superior accuracy.
Integrate business, union, legal contract rules into the scheduling process.
Support multi-skilled agents across multiple channels, with a purpose-built model that leverages digital-specific attributes.
Balance business demands and the employee experience as you give employees more scheduling freedom, while still providing a great customer experience.
Satisfy customer demand, employee scheduling desires and your business needs, with the power of machine learning scheduling. NICE WFM employee scheduling software puts advanced technology to work for your organization.
Learn how Severn Trent automated 90% of its planning administrative tasks and achieved a 40% reduction in time spent scheduling offline work, setting the stage for an AI-led future.
Allow agents to choose when to work, and reward them for selecting hard-to-fill intervals.
Manage time-off requests by seamlessly integrating your payroll/HR solution with your workforce management (WFM) software.
Transformative workforce management
Podcast: Telecommunications provider, EE, underwent a major transformation in workforce management, to better enable productivity and drive operational success.
Empowering Agents for the Digital-First Contact Center: The Building Blocks for Agent Engagement and Performance
Digital adoption and AI are among the top priorities driving the contact center's transformation, but the human element remains a key component.
Scheduling agility for work-life balance
It is important to ensure employees are able to have an impact on their own schedules. Providing this flexibility helps reduce attrition and builds employee loyalty.