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Produce the industry’s most accurate
and actionable forecasts and schedules
inContact Workforce Management helps you reduce labor waste and achieve your goals with patented technology producing the industry’s most efficient and actionable schedules. With patented forecasting algorithms, organizations will benefit from a variety of forecasting options to meet their business needs. Fully integrated with NICE inContact CXone administrative effort is streamlined and simplified.
effort and maintenance
engagement and schedule
plans for call
Industry-leading workforce management software
Reduce labor waste, maximize agent scheduling efficiency, and improve forecast accuracy while maintaining or improving service level objectives.
Improve the agent experience by giving your agents a voice in their work schedule.
Understand the historical accuracy of your forecasts and gain confidence to take action on intraday adjustments and future schedules.
Ensure adequate staff is available when needed and proactively plan for any conceivable volume-impacting events.
What is Workforce Management Software?
Workforce Management Software enables organizations to forecast volume and schedule the necessary resources to handle the forecasted volume. Modern Workforce Management solutions can forecast volume for all channels to include; voice, email, chat, SMS/text, and social media. An accurate forecast is key in ensure the right amount of resources are available with minimal idol time protecting operational efficiency. Workforce Management systems should also provide the ability to make intraday adjustments based on actual volume arrival and agent schedule adherence. Additionally, there should be a systemic component that aids in the management and scheduling of agent time off needs and shift swaps/adjustments.
Screen and call recording,
automated feedback and