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What is NICE Workforce Management?
Workforce managers are constantly bombarded by new challenges and organizational demands: Near-constant changes to the forecast and schedule, increased needs from customers, and evolving employee hiring and retention requirements create an environment where it’s difficult to respond quickly enough or understand the best possible action to take. To meet these demands, contact centers around the world are rushing to adopt artificial intelligence (AI)-based workforce management (WFM) tools from NICE.
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NICE WFM for Work-Life Balance
It is important to ensure employees have the ability to have an impact on their schedules. Providing this flexibility helps reduce attrition and builds employee loyalty
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Time Spent In Call States
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Call State Timeline Breakdown
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Productive Work Time
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