Workforce Management
Workforce management software allows employers to quickly and easily manage their labor costs and resources, optimize their schedules, and track labor performance.
It enables employers to maximize productivity, reduce labor costs, and ensure compliance with labor laws. Additionally, it can also be used to create custom reports for better decision-making and provide an overall picture of the labor force.
Increase Revenue | Real-time Adherence
Efficient Agent Scheduling
By leveraging historical call data, agent availability, anticipated call volume, and required service level targets, organizations can accurately forecast future call volumes and determine the appropriate staffing levels required to meet customer service goals.
Cost Reduction
With WFM software, businesses can ensure they have adequate staff to handle customer demand. This prevents overstaffing, which can lead to wasted labor costs, or understaffing, which can result in lost sales opportunities and decreased customer satisfaction.
Keep Costs Low and Hit
Service Level Agreements
Workforce Management helps businesses optimize agent schedules, allowing them to efficiently allocate resources to meet customer needs.
By scheduling the right number of agents with the appropriate skills at the right times, businesses can minimize idle time and maximize agent productivity. This can help reduce labor costs while maintaining high levels of service quality.
Features That Meet Business Objectives
By aligning workforce management with business objectives, companies can achieve operational excellence, increase customer satisfaction, and drive growth and profitability.
Real-time Adherence
Manage your contact center workforce in real-time ensuring that the right resources are logged in to meet your service level objectives.
Scale Quickly with Bursting
Bursting is a feature that gives the flexibility to scale up the number of users on demand during your busy season(s) without having to sign another contract.
Low TCO
Optimizing your contact center operations with cutting-edge Workforce Management (WFM) technology can translate into significant cost savings by eliminating hardware requirements and easing the workload on your IT team. As a result, you can achieve a reduced total cost of ownership (TCO) while improving efficiency and productivity.
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