Preparing for the Future of Workforce Management

About the Webcast

Without the right tools in place to meet the staffing demands of increasingly complex contact center environments, managers struggle to reach their objectives. While Workforce Management solutions have been around for over 30 years, there is a renewed interest in seeking WFM solutions that solve new challenges. Join NICE and Calabrio as they discuss the newest approaches and tools. 

NICE will discuss best practices around long term planning and show a quick demonstration of the NICE Enhanced Strategic Planner. The modeling of the long term plans include: Using the best algorithm possible for data in order to identify hard to find patterns that impact your requirements, making sure your plan for shrinkage is at a detailed level, and leveraging your ability to reverse solve when some of your variables are not as flexible as need be.

Calabrio will discuss 3 important issues: 

• Self-Scheduling – The need for schedule flexibility is critical; employees expect autonomy and the ability to have input and control around their schedule.
• Hybrid – Most customer service organizations are hybrid. We discuss how contact center management evaluates performance between employees working on-site or at home.
• Dynamic Shrinkage – The impact is of shrinkage is significant. Learn how to get a more accurate handling of this parameter through intelligent automation.