Maximise the value of every customer contact by ensuring the right agents, with the right skills, are in the right place at the right time
call centres have become the critical focus of customer contact strategy. But call centres are a complex mix of people and technology making it difficult to leverage the unique talents of every single agent for every customer interaction without a dedicated workforce management solution.
Choosing the right workforce management solution can make the difference to the success of your business. + Workforce Management, brings you market leading workforce management technology that’s completely integrated with your Contact Central deployment offering a quick implementation and rapid impact. By adding + Workforce Management to your call centre you can maximise the value of every customer interaction by ensuring the right agents, with the right knowledge, are in the right place at the right time to provide meaningful customer contact that increases satisfaction, productivity, and profitability.
Key Benefits
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Increase customer satisfaction
- Reduce operational costs
- Increase employee satisfaction & retention
Key Features
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Create schedules that maximise the overall efficiency of your centre by taking into account each agent’s unique skills and proficiencies
- Increase forecasting accuracy by factoring in a variety of methods and historical patterns
- Develop optimal schedules that reflect the changing realities of your operations
- Increase employee satisfaction by letting agents bid for desirable shifts, swap shifts, negotiate time off and schedule time off online
- Get a real-time view into your call centre to fine-tune operations
For further information or to speak to a member of our team please click here
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