Improving lines of communication
[ Products - CallPlus IP ]
[ Workforce Management ]
Workforce Management (WFM) software will allow you to ensure a high level of service is given to the public, consistently, whilst also ensuring that staff turnover is limited, thus minimising one of the major financial and service costs to any Contact Centre.
A fully integrated WFM application will take data from the main telephony server automatically, and will update various displays in order to give the contact centre manager accurate data regarding the performance of the Contact Centre, throughout the working day. It will predict, and react to, fluctuations in performance during the day,
and suggest what to do to maintain or to improve performance. It will also predict and forecast future performance based on historical data, whilst being aware of seasonal features and anomalous events.
One of the major advantages of WFM is the ability to match Agent shift patterns to call traffic patterns. WFM will allocate agents to shifts that maximise the number of calls taken, whilst minimising the amount of time the caller spends queuing. The contact centre manager can specify the social acceptability of the shifts, thus making sure the agents do not have any issues with the work pattern.
Without WFM, a complex array of spreadsheets is often used to simulate the role of the WFM application. These spreadsheets cannot be easily upgraded, will not easily integrate with each other, and can be unstable. The spreadsheets are also, by their nature, useful after the event, but can be difficult, or impossible, to use in a real time environment.
In short, WFM allows the management team to manage the staff, without spending a large proportion of time managing logistics, thus ensuring a higher level of service and lower costs.
For a specification of the CallPlus Workforce Management facility in PDF click here
One of the major advantages of WFM is the ability to match Agent shift patterns to call traffic patterns. WFM will allocate agents to shifts that maximise the number of calls taken, whilst minimising the amount of time the caller spends queuing. The contact centre manager can specify the social acceptability of the shifts, thus making sure the agents do not have any issues with the work pattern.
Without WFM, a complex array of spreadsheets is often used to simulate the role of the WFM application. These spreadsheets cannot be easily upgraded, will not easily integrate with each other, and can be unstable. The spreadsheets are also, by their nature, useful after the event, but can be difficult, or impossible, to use in a real time environment.
In short, WFM allows the management team to manage the staff, without spending a large proportion of time managing logistics, thus ensuring a higher level of service and lower costs.
For a specification of the CallPlus Workforce Management facility in PDF click here