Workforce Management

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About this Webinar:

Workforce Management solutions help companies most efficiently manage their contact center with robust features including forecasting, scheduling, request handling, communication, reporting, and performance management.

Workforce Management makes achieving a balance between Operational Efficiency and Customer Satisfaction a reality. Between 70% and 80% of a Contact Centers monthly expenditures is agent/human asset related – so a small increase in forecast accuracy equates to exponential savings. In fact, ROI for WFM is realized between 90 days and 9 months in a typical environment.

Our webinar will address what capabilities and processes enable a contact center to achieve an optimized state.

  • Forecast accuracy
  • Lower abandon rate
  • Lower shrinkage
  • Reduce overtime
  • Reduce administration hours
  • Increase occupancy

Agenda

  • Review the fundamentals of WFM
  • Customer case study discussion
  • WFM Assessment Program
  • Live demonstration of Teleopti CC7 (Shift trades, day off requests, schedule preferences, forecasting, intraday dashboards, reports, and more)

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Tags: Contact Center Productivity Tools Voice of the Customer Webinar Workforce Optimization