In this eBook, we will explore the concept of the Goldilocks principle as it applies to workforce management (WFM), drawing inspiration from the timeless children’s tale to find solutions that are “just right” for the modern contact center.
Top 6 Insights
1. Finding a WFM solution that’s just right.
Built for scalability, CXone Mpower WFM replaces spreadsheets and manual tools with cloud-native capabilities. It integrates with omnichannel routing and supports multi-skill, multi-session agents with:
AI-driven forecasting
Closed-loop optimization
Real-time dashboards and decision tools
2. Elevating the agent experience in the contact center.
CXone Mpower enhances agent satisfaction with:
Self-service schedule changes
Shift bidding and trade tools
Mobile-friendly access
Auto-approvals for time off and extra hours
This increases autonomy and work-life balance while supporting business needs.
3. Crafting optimal agent schedules.
Managers can easily align agent availability, legal requirements, and business KPIs using:
True to Interval (TTI) staffing models
Intelligent scheduling engines
Built-in flexibility to reduce both under- and over-staffing
4. Managing change and intraday operations.
The system handles unexpected demand shifts with:
Intraday Manager for visual alerts
Automated change approvals
Real-time adherence monitoring
AI-optimized break and lunch timing
5. The forecasting balancing act.
With over 40 algorithms, including ARIMA, exponential smoothing, and best-fit models, CXone Mpower WFM ensures precise forecasting across channels. It supports:
Omnichannel interaction volume forecasts
Scenario planning and staffing simulations
Intraday and real-time forecast updates
6. Prepare for the digital CX future with long-term planning.
The Enhanced Strategic Planner (ESP) tool enables data-backed decisions by offering:
“What-if” planning
Reverse-solving for performance targets
Dynamic dashboards
Accurate staffing projections based on real-time business rules
Why CXone Mpower WFM?
NICE CXone Mpower WFM embodies the “Goldilocks” mindset: not too simple, not too complex—just right for high-performing, digitally driven contact centers. Whether your goal is to improve CX, streamline operations, or boost agent retention, this solution meets the challenge with intelligent automation and user-centric design.
