Workforce Management Software (WFM)
The industry’s most intelligent omnichannel workforce management software
Improve schedule adherence and contact center agent engagement
Minimize WFM administrative
effort and maintenance
plans for call
- Improve agent experience with ability to view schedule and receive real-time notification of changes and approvals within the agent interface.
- Give agents more flexibility to manage work-life balance with peer trade requests, shift bidding, easy time-off request process, and ability to manage preferred hours.
- Provide daily insights for decision making with dynamic WFM dashboards.
- Reduce manual WFM processes with automatic tracking aids, intuitive interface and workflows to generate and manage forecasts and schedules.
- Eliminate guesswork while ensuring the best forecast with Best Pick™ technology.
- Increase agility in responding to business needs with Intraday Grid, Intraday Reforecasting, Real-Time Adherence, and proactive notifications & alerts.
- Improve workforce manager speed to proficiency as a result of an easy use and intuitive interface.
- Reduce labor waste with clear and trusted forecasts and enhanced schedules.
- Maximize headcount utilization with schedules that ensure agents are in the right place at the right time.
- Improve omnichannel customer experience by having the right-skilled agents staffed across all supported channels.
- Accommodate unlimited events.
- Leverage "what if" scenario planning.
- Precisely align future staffing needs.
"Since CXone Workforce Management enables us to manage by the numbers, it’s fairer to our agents, because it removes any bias. We can run reports that show exactly each agent’s level of productivity so there’s no doubt how much they’re contributing."
Client Experience Supervisor