Workforce Management - what's it all about?
At its simplest, Workforce Management (WFM) is the process by which you ensure, that you in your contact centre or customer service, have the right person with the right skills in the right place at the right time - whenever and by whatever channel your customer chooses to contact you. The fundamentals which support this process are;
Real-time and historical information
Teleopti CCC offers brand new Intraday Management functionality in an all-in-one easy to access screen. The Intraday Manager screen will offer clear views to key real-time and historical information, making sure your management and real-time statistics staff are always up to date.
Customer based forecast
With Teleopti CCC you get reliable and accurate forecasts – based on historical data, campaign planning & business intelligence that help you predict your future staffing requirements for all customer facing workflows. Teleopti CCC operates together with your contact centre solution to provide you with historical data.
Involve agents
Get buy-in from your people - Teleopti CCC has always involved the agents in the scheduling process, and has tools to make it easy for agents to preference shifts and enter holiday requests. It is vital to get all levels of your organisation involved in the workforce management process so that for instance individual requests can be considered throughout the process. This is cost saving, as it leads to greater involvement, fewer sick days, and lower staff turnover. Each agent can also request a personal work schedule.
Optimised Scheduling
Teleopti CCC creates optimised scheduling – an easy-to-use, flexible solution that ensures you always have the right number of people to meet your targets.
Performance Management
Accurate Performance Management – follow-up your results to make sure they meet your targets and take action if needed. Use our pre-defined KPI's or create your own custom calculations.
With Teleopti CCC you can feel confident that you have the best WFM solution the market can offer. Teleopti CCC – Workforce Management!
Read further about:
Forecasting | Involve agents | Optimised Scheduling | Intraday Management | Performance Management