The State of Intraday Workforce Management in Today's Contact Centers
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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.
Contact centers go to great lengths to plan and prepare for every single day of operation. The nuanced and complex function of workforce management (WFM) lays the foundation for accurately predicting workload and ensuring the right number of agents and resources are in the right place, at the right time.
Much of this planning must happen in advance, but the techniques and strategies utilized “in the day” should not be undervalued or overlooked, either. Virtually every contact center produces some type of WFM plan, but how many take the necessary steps to ensure that it’s as accurate as possible?
NICE and ICMI partnered to explore the practices and techniques contact centers are using to adjust and refine WFM through intraday planning and management. This report reveals the results of that study and is intended to equip contact center leaders with business intelligence and market data to consider when evaluating or evolving their own intraday WFM practices.
Workforce Management, Agent, Best Practices