Contact Centre WFM

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 and profitability. What started out by predicting incoming call volumes on single queues and creating rudimentary shift plans has evolved into a multi-dimensional puzzle for managing many contact channels, media and skills, virtual contact centres and agents, and being the hub for the Workforce Optimisation approach.

Continuous improvement and strong customer focus are leading principles at Teleopti, and our solutions are developed together with some of the leading contact centres in the world to handle the complexities of forecasting, scheduling and optimisation, agent involvement and administration, intraday management, reporting and performance management in modern contact centres.

Leading the way in contact centre solutions in terms of user-friendliness, Lifestyle Scheduling, flexibility and support for open standards is Teleopti CCC version 7, developed from the ground up in our headquarters in Stockholm, Sweden. With more than 100 improvements over the previous version it is truly a groundbreaking solution. Find out more about the WFM process in general and how our solutions and services can improve your organisation using the menu on the left hand side.