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.
    • Watch a customer from TMS Health discuss the flexibility and scalability of the cloud.
    • Read about NICE CXone inView powered by ClearView ®