Workforce Management Systems

Given the current economic situation, it has never been more important to get the most out of the people who staff your contact centre – they are your highest cost of operation as well as your greatest asset. Workforce Management Systems (WFM) are tools that give you the ability to accurately forecast, schedule and roster your resources, but are you exploiting the full potential?
 

Best Practice Advice
From technical advice on WFM system configuration through to best practice advice to realise greater and faster benefits from your system and end-user training, ProtoCall One’s experts can ensure that you maximise the ROI from these tools. We take the time to understand your organisation´s issues then, drawing on our comprehensive contact centre experience and in-depth technical understanding, we provide pragmatic recommendations to help you maximise worksforce scheduling to:

• Strike the balance between service levels and associated costs
• Reduce agent overheads by eliminating over-staffing
• Capitalise on revenue opportunities by preventing under-staffing
• Improve forecasting, scheduling and agent adherence
• Empower agents by accommodating schedule preferences and trading - leading to increased job satisfaction, reduced absenteeism and agent-churn
• Boost customer service by ensuring the availability of agents with the right skills at the right time
   

Managing resources across a virtual network
For many multi-site organisations, the key to unlocking hidden potential is to manage all the agent resources, regardless of physical location, as one virtual skilled based pool. WFM tools play a key role in developing a holistic scheduling model, but what is often overlooked are the cultural changes associated with breaking down the silo mindsets that too often exist.  We understand these issues and can help you to gain staff buy-in to changes with a thoughtful approach to change management. We develop bespoke training packages that allows your managers, team leaders and agents to really understand and apply the benefits of multi-site call routing strategies.
 

Genesys WFM tools
Genesys Workforce Management is a tool that allows you to effectively forecast staffing needs, manage employee schedules, and track workforce performance and results. The WFM system provides access to both real-time adherence and historical data and employee skills information across all channels – voice, email and back-office.

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