Nice announces Yource successfully employed its WFM solution

NICE announced that Yource, the leading business process outsourcer in the Netherlands, successfully employed NICE‘s Workforce Management, WFM, solution to further support the transition to a hybrid work model. Yource has seen an increase in forecast accuracy, ensuring more effective service and improving customer satisfaction. As a major omnichannel and multilingual contact center services provider, Yource provides a combination of outsourcing, insourcing, near and offshoring, and staffing options from its locations in the Netherlands, Belgium, Luxembourg, Spain, Morocco, Bulgaria, Greece, Turkey, and Suriname. NICE WFM improves forecast accuracy with AI-driven insights into net staffing fluctuations and schedule optimization. The solution automatically balances employee preferences and the company’s business needs, making it a key element in a large-scale initiative at Yource to provide employees greater flexibility and control over their scheduling processes with the shift to hybrid work