The Importance of Digital Workforce Management for Contact Centers

In the dynamic world of contact centers, an efficient workforce management (WFM) application is indispensable. With the rise of digital channels such as chat, WhatsApp, and X (formerly Twitter), managing these interactions has become more complex than traditional phone contacts. Customers and agents behave differently during digital interactions, requiring a specific approach in forecasting and planning.

The Unique Dynamics of Digital Channels

As explained in the embedded video, Digital channels are characterised by their asynchronous nature; conversations can occur over multiple moments and times. This contrasts with phone contacts, which are often direct and real-time. Customers expect quick, consistent responses via digital channels, but not always immediately, making it challenging to predict peak hours and plan staffing.

Forecasting and Planning: A New Approach

An effective WFM application must account for the unique dynamics of digital interactions. NICE has developed the 'True to Interval' forecasting and planning for this purpose. This technology provides accurate predictions and schedules specifically tailored to the fluctuations and rhythm of digital channels.

What makes 'True to Interval' so valuable?

• Accurate predictions for digital interactions: The system can accurately forecast peak moments and quiet periods, allowing staffing to be better aligned with actual demand.
• Flexible planning of voice and digital activities: Schedules can be easily adjusted based on real-time data, ensuring enough agents are always available to meet customer needs.
• Efficiency of your digital workforce: Better alignment of supply and demand can save costs and increase operational efficiency.

The Impact of Digital Transformation

For organizations undergoing Digital Transformation in their customer service, choosing a WFM application with advanced forecasting and planning like 'True to Interval' is crucial. It enables contact centers to be proactive and responsive, leading to higher customer satisfaction and a better work experience for agents.

To learn more about True-to-Interval , checkout this link: https://help.nice-incontact.com/nl/content/workforcemanagement/understandingttiparadigm.htm

Conclusion

In a world where digital interactions are becoming increasingly important, a good workforce management application is essential for contact centers. By leveraging advanced tools like NICE's 'True to Interval' forecasting and planning, organizations can effectively address the unique challenges of digital channels. This results in improved customer experience, increased efficiency, and a more satisfied and productive workforce.

With the right WFM solution, contact centers can not only meet the current demands of digital interactions but also be prepared for future developments in the customer contact sector.

Contact us Today!

At BrightContact, we help organisations with migrating their contact center applications to the cloud, improving operational efficiency and employee engagement and accelerate the digital transformation of the contact center. Want to talk to us?

Contact us at [email protected]