Workforce management (WFM) is a set of techniques designed to allocate resources, improve efficiency, forecast workloads and manage schedules.

Learn what a workforce management software is, its benefits and the best ones on the market for small business use and budgets.

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers.

Changing contact center work has fueled an evolution in WFM paradigms away from those based on phone calls. NICE's True to Interval (TTI) Analytics unlocks accurate forecasting and scheduling of ...