Workforce Managers - Avoid "Unusually High Call Volume"

As a workforce manager, are you still caught off guard by an influx of calls? In the past, it wasn’t unusual for callers to dial into a company and hear the automated message, “Due to unusually high call volume, our wait time is greater than expected.” Struggling with this issue? It’s time to invest in a new WFO suite that includes the WFM tools you need.

While you shop around, keep an eye out for WFM that can do the following:

Look at historical data to help you predict spikes in call volume.

Schedule the right staff at the right time.

Empower employees by giving them the option to enter their scheduling preferences.

Track and promote agent adherence to work schedules.

Provide real-time data that gives you visibility into KPI.

If you have the right WFM tools, you’ll always be prepared for high call volumes.

Learn More:

Read about the Workforce Management tools offered by NICE CXone.

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