contact-center-workforce-management Blog Related Topics 
NICE inContact
AUGUST 12, 2019
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components.
NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. Intraday reforecasting.
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NICE inContact
AUGUST 22, 2019
In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management. Intraday reforecasting.
NICE inContact
AUGUST 12, 2019
For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components.
BlueOcean
MARCH 31, 2022
If you’ve been a reader of Blue Ocean’s blog for any length of time, you probably know we love sports and particularly baseball. Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience.
NICE inContact
AUGUST 13, 2019
Forecasting is a critical component of a call center’s workforce management program. However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. Why does historical data matter? You know the expression – garbage in, garbage out.
NICE inContact
AUGUST 13, 2019
Forecasting is a critical component of a call center’s workforce management program. However, one critical component is the accuracy and reliability of the historical contact volume data from which your forecast is generated. Why does historical data matter? You know the expression – garbage in, garbage out.
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