Workforce Management

Staffing can be one of the biggest challenges when managing a contact center. Too many advisors can result in low agent utilization and higher operating costs whereas having too few agents can lead to unhappy customers. Enghouse Interactive Workforce Management encompasses all that you need to optimize staffing and customer service across your enterprize. Our complete solution supports optimization of your contact center, back-office and even your branches and stores. Workforce Management provides everything necessary to effectively manage your staff, forecast demand, create schedules automatically, develop accurate and insightful reports and improve your overall customer service operation.

What is the business value of Workforce Management

At its simplest, Workforce Management ensures your customer service organization has the right person, with the right skills, in the right place, at the right time, ensures organizations meet their customer expectations while also empowering agents to influence their schedules and check how they are performing against KPIs. Workforce Management also allows organizations to effectively manage one of their most important assets; their employees, improving agent engagement so they feel they are contributing to the performance of the business, which in turn, results in significantly lower attrition rates.


  • Increase operational efficiency through accurate forecasts and effective planning
  • Respond quickly and effectively to changes in resourcing
  • Automated scheduling reduces administration time and costs
  • Optimized schedules reduces staffing costs
  • Reduce agent attrition through involvement and work-life balance
  • Increased agent productivity and revenues
  • Improve performance through reporting and training

Workforce Management in the Contact Center

P & O Ferries has been able to reduce contact center budgets by 30%, whilst maintaining targeted levels of service. The efficiencies add up everywhere and this has allowed increased coaching/training times. Not surprisingly, employee turnover has dramatically fallen as a result

P&O Ferries

Enghouse Interactive Workforce Management

The first stage of the quality monitoring process is effective capture of agent activities for evaluation. This consists of both call recording and screen capture, enabling organizations to record what is being said on the telephone as well as capturing activity on the agent’s desktop.

A prerequisite for ensuring the right number of agents are available to match demand, is an accurate forecast that can be made for any interval of time; hours ahead or far into the future. The solution uses historical data and takes parameters such as customer behavior patterns, response targets, skills, opening hours and contact channels and other long range factors which are all taken into consideration. The result is an accurate calculation of the optimal number of agents required to meet customer demand.

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Our solution facilitates optimal workforce scheduling on the basis of multi-skill and multichannel forecasting, the placement of agents in multiple locations, agent preferences, local work regulations and company policies. In addition, priorities can be given to the various skills, so that mission-critical capabilities are always available. The resulting schedules will consistently meet customer’s demand.

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Keeping track of agents skills in order to plan for training and recruitment is a challenging task. Our solution tracks and manages agent’s skill sets, levels, employment status and job criteria. Supervisors can quickly review future training and the skill development of each individual agent, as well as highlighting missing skill sets and guiding recruitment

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Make sure you evaluate your processes for improved profitability, with a large number of analysis tools our solution enables managers to conduct a detailed evaluation of contact center performance in order to plan future initiatives for enhancing customer service effort and/or reducing personnel costs.

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