Workforce Management

Workforce Management

Multi-site, Multi-skill and Multi-channel Workforce Management System to deliver Accurate Call Center Forecasting

 

NICE IEX Workforce Management system delivers advanced, configurable call center forecasting and scheduling through:

 

- Supports virtually any scheduling methodology, allowing managers to select the approach that works best in their call center environment.

 

- Makes it easy to centrally forecast, schedule and manage multiple locations to ensure site- and enterprise-level objectives are met and the customer experience is consistent.

 

- Bases scheduling on call centers' actual date-specific site- and network-routing rules as well as individual agent skill levels and availability. Using simulation, the system calculates multi-skill efficiency percentages for each contact type and individual skill-usage estimates for each agent, resulting in greater call center forecasting accuracy, scheduling efficiency and visibility into projected coverage.

 

- Enables managers to monitor and proactively respond to changing call center conditions. Drag-and-drop icon-based schedule modification simplifies managing changes to agent schedules that occur throughout the day. Saved changes are instantly posted system-wide, ensuring all users have an accurate view of schedules and projected service levels.

 

- Captures real-time data from automatic call distributors, predictive dialers, multimedia routers and agent desktops to track and remedy schedule adherence issues.