Workforce Management

Workforce Management for the Contact Center

By 13 de noviembre de 2019marzo 25th, 2021No Comments

The Workforce Management for the Contact Center is a solution from Enghouse Interactive and U-WFM and gives you a complete and real-time vision of the resources available. Achieving a complete balance between their availability and service demand. Allowing estimates and scheduling of work for all contact center staff.

It is a highly intuitive and easy to use 100% cloud-based tool which helps optimizing agent scheduling. It also provides additional features designed to increase agent retention and reduce administrative expenses.

Efficient workforce with resource sizing

Today for contact center managers and supervisors it is a problem to dimension the optimal resources of their contact center operation. In addition to having to deal with complicated decision making and management.

One of the most difficult and slowest tasks is workforce management. The process of forecasting call/contact volumes and scheduling agents, in order to meet service level objectives.

With over 75% of staff budgets, effective workforce management is an economic necessity for a well-managed contact center.

Impact of Workforce Management on the operation

The implementation of this Workforce Management solution in your contact center solves all these problems and helps:

  • Reducing workforce costs by 20%.
  • Improving service levels.
  • Increasing revenue by reducing abandonment and waiting times, while increasing up and cross-selling.
  • Improving employee productivity by 30%, by setting clear objectives and metrics, performance feedback, and greater flexibility of schedules.
  • Free up time for higher-value tasks such as strategic planning.

If you want to know more about how Workforce Management can impact your Contact Centre operation, download the solution brochure.