Teleopti WFM is complete solution for strategic Workforce Management (WFM) that optimizes your Contact Center and back office, branch offices, and stores. Teleopti provides everything necessary to effectively manage staff, forecast demand, create schedules automatically, develop accurate and insightful reports, and improve overall customer service operation.
Teleopti WFM Capabilities and Benefits:
- Reliable forecasting and budgeting tools help improve preparation and operational efficiency across an organization
- Simplified and automated scheduling can be based on reliable forecasting and employee preferences
- Sophisticated intraday management tools allow users to react to situations that arise in real-time, improving call handling, customer satisfaction, and overall efficiency
- Customized reporting tools provide powerful and actionable insights on internal performance as well as customer satisfaction trends
- Individualized Performance Management tools allow for more focused training and increased employee engagement
- Suitable for all sizes of customer service operations, including single or multi-site
- Reduce administration time, thanks to automated request handling
- Instant request notifications lead to improved agent satisfaction and empowerment
- Track and improve performance on all levels, from agents and team leaders to resource planners
- Measure and improve customer satisfaction, and set the correct service level targets
- Monitor and quickly react to KPIs through constantly-accessible dashboards
- Easily integrate your WFM data with that of other vital systems in your organization (e.g. Business Intelligence or CRM)
Ensures you have the right number of agents, with the right skills, in the right place, at the right time. Teleopti WFM helps increase profitability and customer satisfaction by optimizing your Contact Center and back office.
Tags: Contact Center, CRM Integration, Performance Management, Teleopti, Workforce Management, Workforce Optimization