Our Workforce Optimization and Workforce Management integrations can increase the efficiency of your Contact Center through accurate predictions and agent planning. The optimization of the workforce is essential for Contact Centers that want to maximize the performance of their agents, as well as ensuring quality and consistency in customer service.
Use WFM and WFO integrations with advanced algorithms to achieve maximum optimization in your Contact Center. Save time necessary to manually create tasks and working hours, according to your agents’ preferences.Workflow Management analyzes call volumes and plans them automatically to ensure that all calls are handled by the appropriate agents who have the right skills to manage the work.
Agent shifts are carefully planned and customer call volumes can be accurately predicted to maximise management. Whether the channel is voice, video, email, chat bot, SMS, text messages, messaging app or other, your WFO/WFM tools can help agents manage requests, be more creative in the search for solutions and be more willing to improve their knowledge and ability to relate with the customer. It also reduces the turn over and improves the expertise of your team.
Are you having difficulty balancing costs and improving the customer experience in your Contact Center? Find out how our solutions can help you and choose the one that best suits your company. Send us a message, we will contact you to find the day and time that best suits your availability.