Workforce Management
Support and enhance your agents’ everyday workflow by providing attractive scheduling options while maintaining appropriate business targets.
Attract
Equip your agents with intelligent tools that enable them to deliver measurably better performance at a lower cost.
Retain
Let your agents influence when and where they should work, all while covering service levels.
Engage
Create a real-time feedback loop with agents, ensuring the entire contact center continues to evolve skills and performance.
Engage & empower your employees. Manage & monitor your team. Let’s talk! >>
Workforce Management (WFM)
The need to attract and retain high-caliber employees is intensifying. WFM is emerging as a powerful new way to elevate and sustain the customer experience.
Workforce Management (WFM) solutions are a valuable asset to any organization looking to drive better efficiency, productivity, and employee engagement. Wilmac Technologies works closely with every unique client to understand their operational needs when it comes to scheduling, workforce planning, skills management, resource planning, and omnichannel forecasting. Taking a personalized, consultative approach, we’ll tailor versatile, best-of-breed WFM solutions to your contact center.
By deploying an intelligent WFM solution, you’ll gain the insight and know-how to face scheduling challenges head-on, allocate tasks to the right agents, and ultimately drive better customer experiences.
Workforce Management solutions not only streamline your scheduling process, but help you anticipate, respond, and adapt to high call volume and peak business times. That way, you have the insight to employ the most proficient and qualified agents, when and where they’re needed most ‒ all while reducing onboarding, operational, and maintenance costs and overhead in the process.
Benefits of using a Workforce Management solution
Mitigate productivity loss
Identify where you’re wasting valuable resources & adjust your scalability.
Improve your CX
Hear your customers and better understand their wants and needs.
Streamline Operations
Integrate advanced software and technology to reduce costs and enhance performance.
Inspire personal growth
Engage your employees and hone in on their strengths and weaknesses.
Anticipate new challenges
Gain the insight you need to prepare and adapt to the challenges that lie ahead.
Key Features of WFM Solutions
Enhanced training, coaching, and mentoring
Automated workflows
Performance management
Gamification
Dynamic scheduling and forecasting
Intraday management
Products with Workforce Management Platforms
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Contact
Rochester Headquarters
73 State Street,
Rochester, NY 14614
New York City
345 7th Ave, Ste. 404,
New York, NY 10001
Toronto
5955 Airport Rd, Ste. 140,
Mississauga, Ontario L4V 1R9