Overview
Workforce management is critical now more than ever, thanks to the proliferation and normalization of multichannel support. Organizations are doing all they can to meet customers where they are. Now, they need to support agents working within those channels to prevent attrition and reduce burnout.There’s been a wholesale transformation in the industry through a multichannel approach rolling through and creating downstream effects. Attrition continues to put pressure on organizations to find solutions that improve CSAT and employee satisfaction. To combat attrition, companies are turning to flexible scheduling and accurate planning solutions to help reduce cognitive load and stress. At the same time, multichannel customer service creates scheduling and forecasting challenges, and organizations need more accurate scheduling to deliver better multichannel service.To better understand how the industry is managing its workforce and responding to internal and external forces, NICE partnered with Simpler Media Group for this third annual collaborative survey.See the data behind key findings:- Multichannel contact center work is now the norm
- Contact center attrition remains high, although reasons for it differ by geographic region
- Multichannel and digital channel adoption present issues that companies haven’t solved for yet
