Traditional WFM methods of forecasting and scheduling are based on outdated paradigms.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.
Bring successful front office strategies to the back office to modernize operations for optimal CX performance.
Enterprises can no longer afford to accept WFM solutions that are merely “good enough.” WFM applications built to handle unique and dynamic digital channels are essential.
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.
Accurately account for digital channels, which are often asynchronous in nature and have handle times spanning multiple intervals or days.
Predict work volume and staffing requirements for omnichannel operations where employees move between calls, digital channels, and back office work streams.
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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. 
