A new way of doing WFM
Accurately forecast your digital channels

With the digital disruption in the contact center, outdated WFM metrics must be replaced. NICE WFM True to Interval (TTI) Analytics takes into account the unique challenges of digital channels for transformative forecasting and planning.​

Overlay

WFM for Dummies

Traditional WFM methods of forecasting and scheduling are based on outdated paradigms. Today’s contact centers need to break from them and meet today’s reality—work items are handled over multiple time intervals, by multiple people, and concurrently.

Download the eBook
Overlay
Drastic changes call for revolutionary solutions

True to Interval (TTI) Analytics is designed for your new reality

Omnichannel and blended environments dominate

  • Customers of all ages contact businesses via asynchronous digital channels. More and more employees work in remote or hybrid arrangements.

Asynchronous interactions are the norm

  • Standardizing the planning interval to smaller increments in the contact center and back office makes teams more efficient in blending work items and cross-utilizing employees.

Bots are becoming more popular

  • Companies are increasingly using bots to handle simple customer inquiries, meaning more complex issues fall to agents. This results in longer handle times, making reporting with traditional WFM methods difficult.

Schedules must account for the number of items and pacing

  • Employees respond to several new interactions or tickets in each interval, but concurrently they are handling items that started in previous intervals.

Interactions or tickets span hours or days

  • With digital channels, interactions or back office tickets can span hours, even days. WFM TTI reporting considers when the activity occurs, not just when the contact ends, so supervisors schedule staff for all the intervals when work occurs.

Organizations are rethinking back office management

  • Inventory Insights automates the forecast of inventory backlog and expiration in blended and dedicated operations, helping WFM managers determine whether staffing is sufficient to maintain a healthy backlog.

The Nature of Work is Changing

See how TTI Analytics help contact centers plan and forecast blended work streams more accurately.

Get the eBook

AI-Enabled WFM Improves Customer and Employee Experiences

The new generation of WFM solutions drive enhancements to deliver outstanding CX and contain costs.

Get the report

Transform your Workforce Management for the Digital Age

Increase forecast accuracy

Calculate the exact actual time invested in handling a digital interaction based on when the activity occurred (True to Interval) rather than when the interaction ended.

Plan for asynchronous interactions

Accurately account for digital channels, which are often asynchronous in nature and have handle times spanning multiple intervals or days. 

Improve contact center efficiency

Predict work volume and staffing requirements for omnichannel operations where employees move between calls, digital channels, and back office work streams.

TTI plans for success

Podcast

Leveraging Digital Channels in Today's Ever-Evolving Workspace

Listen Now

Survey Report

Current employer trends in contact center management

Download Now

Brochure

Transform how your contact center plans and hires

Download Now

New Channels and Their Effects on Agent Workload and Attrition

Do you have up-to-date strategies to increase employee satisfaction and reduce attrition?
NICE and Simpler Media Group conducted a survey to understand how contact centers manage
multichannel workloads and performance metrics.