Overview
This white paper explores the challenges of agent satisfaction and retention in contact centers. It highlights the My Zone and mobile app features of CXone Workforce Management (WFM) that can empower agents with control over their schedules, driving agent satisfaction, reducing attrition, and enhancing overall performance.This white paper details the features of My Zone and the mobile app, including agent schedules, notifications, trade shifts, and self-service.NICE’s CXone Mpower WFM is transforming contact center workforce management by delivering intelligent, flexible scheduling tools that empower agents and drive operational efficiency. Designed with the modern workforce in mind—particularly Millennials and Gen Z—this solution directly addresses rising agent attrition and the demand for schedule autonomy.
