Workforce Management

Workforce Management

July 30, 2014

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)

 

Click here to watch our webinar on Workforce Management. 


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

Have a question? For assistance call 1.800.836.1160 or send us a message.