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2018 Research Reports

The State of Intraday Workforce Management in Today's Contact Centers

Much of workforce planning must happen in advance, but the techniques and strategies utilized “in the day” should not be undervalued or overlooked. Contact centers have great opportunity to improve the accuracy of WFM by evolving their approach to planning and intraday management.

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NICE
Previous Research Reports

Title

Sponsor

The State of Workforce Management

Published May 22, 2017

NICE