Fundamentals of Effective Workforce Management

The latest workforce management research from ICMI and NICE reveals some interesting challenges and trends in today's contact center. WFM remains a highly-manual function; Forecasting for non-voice interactions is minimal; And a frightening percentage of contact center's don't even measure forecast accuracy. In light of these findings, ICMI and NICE have partnered on this ICMI Tool Kit to provide contact center leaders with some of the fundamental resources that they'll need to develop an effective workforce management program.

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