WFM Staff Planning
In order to meet the needs of your customers, it is crucial that you have the right resources available, in the right channels, at the right times. Our sophisticated multi-dimensional workforce tool is a mechanism for managing many contact channels, media and skills, and allows us to remain on the leading edge of customer service, employee satisfaction, operational efficiency and profitability.
Our WFM tool provides intelligent analytics-driven, automated forecasting and scheduling that’s accurate, efficient and fair –engaging and empowering agents who deliver greatly improved customer experiences.
We can offer Workforce Planning and Management for your in-house team, ensuring that you meet your customers on their terms, and maintain internal operational efficiency.
| Multi-skill, multi-site, long-term and intraday forecasting | Skill/Competence management |
| Multichannel support (including social media and chat) | Standard Reporting |
| Back-office forecasting, scheduling and optimization | Performance management, dashboard and scorecards |
| Outbound forecasting, scheduling and optimization | Agent self-service with automation of time-off requests and shift trades |
| Scheduling - down to one - minute intervals | Team leader portal with quick overview and change capability |
| Real time adherence | Agent SMS updates |
| Meeting planner | Vacation planning |
| Availability in the cloud | Budgeting and what-if scenario analysis |
| Gamification features | Intuitive and user-friendly |
