Workforce Management
Improve service levels and reduce costs by maximizing the
value of your workforce
Balance the work volume to achieve a desired quality of service
with the fewest possible resources while making your teams
feel guided, supported and competitive.
Workforce management
- Stimulate your workforce by creating teams and team leaders
- Create healthy competition by tracking and monitoring teams’ results
Work schedule
- Reduce center costs by creating the most efficient employee schedules. You can create, publish and adjust the work schedule of your agents at any time. You can also exchange shifts among them and add new work shifts and breaks
Adherence
- Know what is going on in your Contact Center. Color coded diagram displays instantly who is doing what and why (work periods, breaks or meals and adherence to work schedule)
- Choose daily, monthly or yearly reports on adherence to work schedule
Group forecast
A historical 15-minute scale account to help you forecast the number of needed agents to take the calls. You can schedule to prevent periodic bottlenecks or shortages and adjust to the daily work schedule as the day progresses. Shows scheduled number of agents versus number of agents engaged in every call center activities, including absences. Group forecast provides a shrinkage value to reflect forecasting accuracy.
Not ready reason
CCS Manager lets you define your own list of reasons to quantify time at work.
