NICE launched its current WFM solution in 2016, aligning with its five Ps of workforce management: principles, practices, processes, people, and product.
By helping organizations achieve excellence in each of these areas, the solution allows WFM teams to optimize headcount, stay flexible in the face of dynamic customer needs, and build an engaging work environment.
Focusing on the capabilities within the solution - which enable operations to achieve these goals - here are ten nifty features.
1. Automatic Workload Forecasts and Re-Forecasts
Using NICE WFM, it is possible to generate demand estimates for the next 365 days. The predictions are based on channel metrics, agent proficiency, and other critical parameters.
Also, the solution can generate re-forecasts every 15 minutes, harnessing the latest available data. Contact centers can then adjust their staffing plans to improve service levels and occupancy rates.
2. AI-Powered Forecasting Algorithms
NICE WFM offers 40+ AI algorithms to predict demands and generate forecast reports. Contact centers can experiment with these by running simulated test scenarios and using old data to decipher which algorithm best suits their needs.
Yet, one algorithm is perhaps not the best 365-days a year. Maybe one is better for predicting demand during holiday periods? NICE enables users to mix and match forecasting models to meet these patterns.
3. Real-Time KPI Monitoring
In addition to measuring demand with a simple click of a mouse, WFM solutions also allow planners to calculate average handling time (AHT) and staffing needs just as quickly.
Also, the solution tracks critical WFM metrics - such as service level - in real-time across various teams. Such a feature enhances intraday management, as planners can move multi-skilled agents across multiple channels to meet demand.
Finally, NICE tracks real-time schedule adherence (RTA). As such, planners can detect if an agent is scheduled to be on a call but is away on a break and act to ensure schedules are carried out as planned.
4. Trend and Seasonality Detection
NICE WFM allows users to factor in topical trends, seasons, and upcoming events when forecasting demand. Planners can then simply input their regular business hours to calculate headcount, as the system automatically accounts for trend and seasonality.
In addition, NICE WFM lets users choose between different holiday calendars to build a truly international contact center.
5. Manual Adjustment
Sometimes, contact center managers need to tweak automatic staffing calculations based on their previous experience, unexpected events, or tribal knowledge. To accommodate this, NICE WFM has a manual adjustments feature.
Exploiting this, planners can factor new rules into the system. Then, the solution will use these insights to recalibrate and improve future planning.
6. Shift Customization
New shift patterns are coming to the fore - such as split, micro, and casual shifts. Contact centers may even invent their own to better align with agent preferences and incoming call volumes.
