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White Paper: WFM – Understanding the Multi-Skill Efficiency Algorithm

Published On: 29th Jul 2019 10:00

This white paper provides a brief overview of how the NICE Workforce Management System solves the challenge of understanding the adjustments needed to reduce ErlangC requirements when skill-based routing is used in a contact centre.

White paper written by: NICE

Click here to download your copy of the White Paper.

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NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

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Author: Jo Robinson

White Paper: WFM – Understanding the Multi-Skill Efficiency Algorithm

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