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Workforce Management

To achieve both cost efficiencies and superior customer experiences, it is important that your staffing levels and employee skills always match market demand. Cloud delivery of Workforce Management (WFM) helps you achieve targeted service levels without staff overages or shortfalls – accurately forecast, easily schedule and automatically track adherence in the inbound, outbound and blended voice channels as well as chat, email and other favored customer interaction channels.

Cloud delivery of Workforce Management ensures that agents and supervisors are fully engaged, enjoying a great user experience and are highly productive. In the course of interacting with customers, agents should not struggle deciphering complex screens or flipping between applications. Our Workforce Management sports a simple, intuitive interface using concepts familiar to web users – such as a shopping cart when agents look to schedule or ‘check out’ time off. Agents control their own scheduling needs with a self-service interface that includes simple schedule trades, sequential shift bids and a schedule trades bulletin board.

Our cloud delivery solution helps drive business success because your company depends on sustaining great service levels and cost management practices – no matter the size of your contact center.

IMPROVE CUSTOMER EXPERIENCE

  • Avoid negative customer experiences are due to over-worked, over-allocated, over-stressed agent populations who are struggling to meet churn & burn requirements
  • Reduce or eliminate factors such as poor staffing and service levels that lead to poor agent-customer relations

OPTIMIZE AGENT PERFORMANCE

  • Increases staff satisfaction by permitting higher agent involvement at all stages of the scheduling process
  • Gamification encourages and permits scheduling rewards to the most productive and proficient agents

UPGRADE TECHNOLOGY

  • Our Cloud applications keep pace with technological improvements
  • Upgrades are included in the cloud fees
  • Business Continuity, redundancy, and recovery options are available in our cloud model

REDUCE OPERATING COSTS

  • Reducing overall staff hours to meet forecast demand saves 5-10%
  • Automating scheduled tasks coupled with enhanced forecast and scheduling accuracy can reduce time allocated to manual tasks by 25%
  • Workforce shrinkage (non-productive agent time) reduction of 10-20 minutes per agent per day

DRIVE REVENUE GROWTH

  • Understaffed contact centers are unable to adequately handle call volume
  • Unhandled call volume results in customer frustration, customer defection, and lost sales opportunities
  • Our WFM solution identifies staffing shortages and helps schedule to address those needs

IMPLEMENTATION

Cloud delivery of Workforce Management, unlike many contact center applications, rarely begins with a greenfield approach; we are highly skilled at auditing the existing environment to identify gaps between what is, what should be, and what should be. Further, utilizing our agile deployment and managed service methodology, we target the best value investments first, shortening the business payback time, leading to real value sooner in the timeline.

With over 25 years in the contact center industry, improving processes for both agents and customers, we have a unique perspective on how to match process and technology, producing a winning deployment for every stakeholder. Many of our deployments and implementations are viewed by much of the stakeholder population as incrementally impactful as any other “tuning” exercise. We take pride in smoothly integrating change with technology and process, so that constituent groups realize immediate benefits as they lay their own foundation for continuous improvement as functional utilization increases.

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ARE YOU READY FOR THE NEXT GENERATION OF CUSTOMER COMMUNICATION?

Download our checklist - The Top 10 Features Your Proactive Notification System Needs to Have - to learn:

  • How to identify and anticipate customer issues
  • How proactive customer engagement benefits your business
  • What your proactive customer engagement strategy needs to succeed

…and more. The ability for customers to “take action” when a call, text, email or Tweet is received is more powerful than ever. Download our checklist to learn how you can implement our tips and tricks to maintain customer loyalty.