What is Intraday Management?
Intraday management is the workforce management process of monitoring the current day’s volumes and trends, and making changes to schedules accordingly. Even with the most accurate forecast and optimized schedules, unexpected occurrences can always pop up and throw a wrench in the works (for example, an agent’s child gets sick, an unexpected website outage triggers an influx of inbound calls, marketing runs a sale without advanced notice, etc.). When these things happen, the best course of action is to execute an intraday reforecast and tweak schedules to cover the gaps.
How NICE is Redefining Customer Experience
NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.
It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.