Transforming Customer Experiences

The NICE inContact Blog

Category: AI

8 blogs
Workforce Management Software withstanding the mandatory Digital Transformation

Can Your Workforce Management Software Withstand the Mandatory Digital Transformation?

To workforce management outsiders, forecasting in a traditional contact center has always been a bit confounding. Erlang C, Box-Jenkins ARMIA, exponential smoothing – oh my! And that was just when we only had basic interaction channels like voice, email, and chat! But as consumer options and expectations for communication have evolved, contact center complexity has increased. So naturally, the complexity of forecasting and scheduling has also increased!

Contact Centre Analytics – 3 Important Trends to Watch

Are you looking for ways to boost agent performance and improve your customers experience in 2020? As you start to plan for the new year, keeping a pulse on technology innovations and understanding what your customers want will be critical to providing an exceptional experience and staying one step ahead of the competition.

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