Workforce Management Features
Skills-based Environment
Workforce Management optimizes the scheduling of multiskilled agents who handle different customer interactions on different media types (telephone, email, chat, etc.) with the use of different variables like agent preferences, job skills, proficiency, customer segmentation, email response time, or outbound call length.
Multimedia Environment
The workforce management solution is totally integrated with the new customer communication channels available, such as email, chat, co-browsing, etc. Contact center managers do not have to worry about these new channels to optimally staff their contact center.
Conditional analysis for strategic planning
The workforce management solution enables contact center managers to produce different scenarios in order for them to make the right decisions for short- and long-term strategic planning, budgeting, and recruiting. In these scenarios, managers can play with various unforeseen events to explore the effects these would have on workforce processes and workloads in order to take the appropriate corrective actions.
Web-based service
Contact center managers and agents can easily access all the information needed in the workforce management solution via the Web. Therefore, contact center managers can change agent schedules, monitor agent adherence in real-time, view real-time and historical statistics, and produce reports on the workforce. For their part, through a user-friendly Web browser interface, agents can access their schedules, enter preferences, and request vacations.
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