HOBOKEN, N.J.--(BUSINESS WIRE)--The massive increase in digital channel adoption has added significant complexity to workforce management forecasting and scheduling. To help organizations address this development, NICE (Nasdaq: NICE) announced today that its workforce management solution now includes extensive innovation that helps organizations optimize digital channel management and improve customer and employee experiences. In addition, version 7.4 of NICE Workforce Management (WFM) also includes sophisticated new capabilities across the suite, including NICE WFM Enhanced Strategic Planner, delivering advanced planning flexibility, forecasting accuracy, scheduling efficiency, business agility, and increased employee engagement.
“The ways in which customers engage with organizations has shifted dramatically with customers expecting businesses to meet them at their digital doorstep”
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While businesses have increasingly made digital channel management a top priority, they must constantly adapt to shifts in customers’ communication channel preferences while simultaneously delivering excellent customer experiences and meeting service level goals. According to the Aberdeen Strategy & Research report entitled “Workforce Management for Digital-Savvy Contract Center Leaders: Modernize WFM Activities to Maximize Digital Transformation Success”, “improving agent productivity, optimizing agent utilization rates and reducing costs are among the top objectives driving...
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