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

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.