Contact Centre Workforce Management

The concept of Workforce Management was born in the Contact Centre and has evolved into a mission-critical solution for organisations that want to stay on the leading edge of customer service, employee satisfaction, operational efficiency and profitability.

What started out by predicting incoming call volumes on single queues and creating rudimentary shift plans has evolved into a sophisticated multi-dimensional mechanism for managing many contact channels, media and skills, virtual contact centres and agents.  WFM now also serves as the hub for the organisation´s larger “Workforce Optimisation” strategy.

The leading principles here at Teleopti include a focus on continuous improvement, and developing solutions that meet our clients´ dynamic and evolving needs.  We best adhere to these goals by working hand-in-hand with many of the leading contact centres in the world to develop solutions that can handle the complexities of modern contact centres, including staff forecasting, scheduling and optimisation, agent involvement and administration, intraday management, reporting and performance management.

Teleopti CCC leads the way today in WFM contact centre solutions in terms of ease-of-use, Lifestyle Scheduling, flexibility/personalisation and support for open standards. Developed in our headquarters in Stockholm, Sweden, our latest release includes more than 100 improvements over the previous release, making it a truly groundbreaking WFM solution.

Related information: 
Learn more in our knowledge centre