White Paper: The State of Intraday Workforce Management in Today’s Contact Centers

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This report shares the state of intraday WFM and planning in the contact center. It is intended to equip contact center leaders with business intelligence and market data to consider when evaluating or evolving their own intraday WFM practices.

NICE and ICMI partnered to explore the practices and techniques contact centers are using to adjust and refine WFM through intraday planning and management.

Author
Rachael Trickey

Rachael Trickey first joined Call Centre Helper in 2010. She has acquired extensive knowledge of call centre technology and the key players in the contact centre Industry.

Rachael is an Account Manager at Call Centre Helper, helping our current customers especially with Webinars and Social Media.

Connect with Rachael on LinkedIn