White Papers

Bringing workforce management and quality management together to engage employees and boost CX


In today’s dynamic and evolving world, customers expect more than ever—and so do employees. You need a complete, integrated solution to ensure that every customer need is met, regardless of the channel they use to communicate with your organization, and that quality remains high. Agent engagement and CX depend on it.

NICE CXone WFM has advanced capabilities that power more robust forecasting, scheduling, and intraday management needs. CXone QM helps you motivate agents, target evaluator efforts for maximum impact, and optimize team performance under astute supervision. Together, they enable you to meet your organization’s needs to not only have the right number of people in place but also have the right people in place.

Read our eBook to learn more about how WFM and QM lay the foundation for your organization to improve employee engagement and the customer experience.