Integrate workforce management with omni-channel contact centre solution

Johannesburg, 29 Nov 2019
Read time 1min 30sec

In order to deliver a unique and efficient customer experience, dimensioning, forecasting and resource allocation in real-time is essential. Being able to see who is available and what their skills are, achieving the right balance between resources and contact centre demand, as well as the reduction of absenteeism levels.

Integrating workforce management with an omni-channel contact centre, such as Presence Suite All-in-One, allows for efficient planning and management of personnel. It eliminates manual interventions, which overload and impede the optimal performance of operations, leading to an increase of productivity levels up to 30% and ensuring employee commitment.

U-WFM and Presence Suite

Integrating U-WFM Workforce Management platform with Presence Suite All-in-One ensures the control and availability of resources with the right skills in real-time, managing their performance in inbound, outbound and blended contact channels, and getting the most out of the workforce and support demand peaks with efficient plans.

With this integration, we have three key functionalities available to ensure an efficient control and availability of the workforce:

  • Forecast – Analyse call volume history and agent handling times (AHT) to predict future customer trends, resulting in a more effective time management.
  • Scheduling – Based on forecasts, improve daily activity such as breaks and lunch times. Shifting optimisation reduces overtime, which directly affects staff costs.
  • Adherence – Accurately measure where each agent is spending time, to detect and correct deviations, achieving an efficiency between five and 15 minutes per agent per day.

Here you can watch quick demos about these functionalities and see how they impact satisfaction and commitment of the agents, which ultimately contributes to the improvement of customer experience and service levels.

Editorial contacts
Enghouse Interactive - Presence Tiago Saraiva
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