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The Golden Rules of SLAs Real-time adherence Studies show that contactcenters with WFM tools have a 7.5% higher adherence rate than those without. Real-time adherence ensures that contactcenters can react quickly to changing customer demand.
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. It provides tools for forecasting, scheduling, performance management, and workforce engagement, catering in particular to the needs of larger enterprise contactcenters.
Workforce Management – WFM includes robust forecasting and staffing management that let you create schedules that put the right resources in the right place at the time, and then tracks scheduleadherence so you can make adjustments to meet service level goals.
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