Workforce Management

Keep everyone involved in the scheduling process

Accurate forecasting is one of the biggest contact centre challenges. Too many advisors can result in low agent occupancy and higher operating costs. Too few agents may lead to missed Service Level Targets, high attrition rates as well as frustrated customers.

Enghouse Interactive Workforce Management solutions, delivered via both native CxWFM and industry-leading solutions, such as Teleopti from Calabrio, enable analysts, supervisors, and agents using your Enghouse Interactive Contact Centre to work collaboratively to deliver optimised forecasts and schedules while helping to control costs.

Workforce Management (WFM) tools allow you to expertly staff your contact centre, ensuring targeted service levels are met while creating a better customer experience. In addition, allowing agents to influence their schedules and creating a balanced workload leads to happier agents and lower attrition.

Benefits

Benefits of Enghouse Workforce Management

Forecast, schedule and optimise your workforce with workforce Management solutions designed to balance the customer experience as well as operational efficiency.

Improve Staffing and Scheduling

Creates optimised schedules based on historic interaction data for calls, emails, chats and other channels.

Ensure Operational Optimisation SLAs

Create accurate schedules to reach targets.

Save Time and Money

Minimise overstaffing and lower administrative work.

Promote Productive, Satisfied Agents

Support flexible scheduling and individual shift bidding and trading.

Plan More Efficiently

Leverage optimisation engine to quickly and easily run different what-if scenarios.

Enhance the Customer Experience

Efficient and properly skilled resource planning leads to lower First Call Resolution times and happier customers.

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Engage Your Agents and Automate Your Workforce Management