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Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Promoting agentempowerment through self-service WFM tools often include self-service capabilities that are empowering for agents.
In a 2024 G2 report based on input from real users, NICE WFMs Ease of Setup score was the lowest among leading contactcenterworkforce software providers. As a result, customer reviews of the NICE WFM setup process leave much to be desired. And the reports are not flexible.
Theres also very frequently overlap between so-called CX platforms and technology termed customer engagement (CEM) solutions, customer journey analytics platforms, and customer relationship management (CRM) solutions, as well as voice of the customer solutions, customer data platforms, contactcenter platforms, and more.
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