Traditional workforce management isn’t up to the task of solving the problems today’s contact centers face. That’s why many are turning to the NICE Workforce Management (WFM) Suite to automate operations, overcome complexity, adapt rapidly and achieve more effective workforce planning, scheduling and optimization – all in a single, cloud-powered platform. NICE WFM is the only platform that enables a multi-pronged approach to increasing engagement and unlocking highly accurate planning.
Work Smarter, Not Harder
Watch our video series to learn how you can efficiently meet KPIs, drive agent engagement and adopt new solutions that empower your teams to work more effectively.
Leverage AI to Understand Complex Challenges
Changes to one element of forecasting or scheduling can have downstream effects. Learn how NICE WFM’s simulation capabilities eliminate hours of research and make forecasting for multi-skill agents and real-world prioritization a breeze.
Drive Employee Engagement with Powerful Scheduling Tools
Agents’ work-life balance has an outsized impact on adherence and retention, but meeting the needs of both employees and the contact center can be a challenge. Watch our video to learn how the NICE WFM Suite leverages AI and automation to make employees happy and drive business metrics.
Forecast More Accurately
From statistics to mathematics to traditional formulas, contact centers have a variety of ways to forecast, but without AI, it’s nearly impossible to anticipate all possible scenarios. Learn how AI generate more accurate forecasts in our ebook, Workforce Management AI-based Forecasting for Dummies.
Real-world Contact Center Workforce Management Results
The NICE WFM Suite transforms workforce optimization in the contact center. The results speak for themselves.
Sallie Mae
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Saved on workforce analyst FTE costs by 33%
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Improved agent satisfaction scores by 30%
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Automated 99% of processing for schedule changes
Resources to Help You Get the Right Agents Scheduled at the Right Time
EBook
Solving the Top Concerns of Today’s Contact Centers
WFM challenges are often addressed separately, but in reality, they’re intertwined.
EBook
How to Plan in a Rapidly Changing Environment
Budget planning is often done monthly, but that’s not enough when conditions change quickly.
EBook
Work at Home: a WFM Perspective
How contact centers can optimize remote work with intelligent WFM.