Contact center workforce management planning

Make accurate workforce planning a reality.

Better anticipate and plan for uncertainties today, tomorrow, and in the future with NICE WFM Enhanced Strategic Planner for contact centers.

Effective workforce management planning.

Effective workforce planning has many benefits, including understanding the required FTE to handle the workload, multi-skill efficiency, attrition rate, and ensuring operational goals such as occupancy, shrinkage, and service levels are met.

Enhanced Strategic Planner is part of the workforce management suite that empowers advanced modeling capability for long-range planning with advanced interactive visualization capability.

Planning with the NICE WFM Suite

AI-Powered workforce management suite with long-term planning overview.

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Planning with the NICE WFM Suite

AI-Powered workforce management suite with long-term planning overview.

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Are your hiring plans aligned with future customer demands?
  • AI-Based Near-Term and Long-Term Planning
  • ‘Reverse-Solve’ for Performance Targets
  • Digital Channel Management
  • Interactive Reporting
  • Dynamic Shrinkage Sub-Categories
  • Effective Back-Office Planning
  • “What-if” Planning
  • Performance Level Targets
  • Reverse Solve for Performance Targets
  • Intuitive Design
  • Cloud Deployment
  • Secure Anywhere Accessibility
Get the overview
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Plan for tomorrow’s staffing needs, today.

Position your contact center to survive amid a whirlwind of change by adopting best practices related to planning.

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Canada's pandemic response benefit gets a lift from Accenture.
“With three days of notice, we were able to manage a workforce of 3,000, many of whom had no contact center experience. That’s why NICE Workforce Management is our go-to platform.”
– Global Workforce Planning Lead, Accenture
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Strategic Workforce Planning

Enhanced Strategic Planner empowers organizations to solve short- and long-term staffing challenges.

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Plan for the future more accurately.

Leverage artificial intelligence and smart automation for workforce management.

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customer success
Top concerns of today’s contact center.

Move beyond traditional WFM planning, forecasting scheduling, managing and automation.

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Contact us

If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.