Workforce Management

Simplify the effort to forecast expected interaction volume, work items, and the labor requirements to service the expected demand while ensuring your service level objectives are achieved.

Key benefits

  • Multiple algorithms are used to accurately forecast volume for all of your interaction channels.
  • Schedules are created based on criteria defined by the business to ensure performance and agent expectations are aligned.
  • Monitor and track schedule adherence with automated alerts and dashboards to quickly draw attention to outliers or performance concerns.
  • New users quickly become proficient thanks to an intuitive user experience and navigation logic.
  • Multiple algorithms are used to accurately forecast volume for all of your interaction channels.
  • Schedules are created based on criteria defined by the business to ensure performance and agent expectations are aligned.
  • Monitor and track schedule adherence with automated alerts and dashboards to quickly draw attention to outliers or performance concerns.
  • New users quickly become proficient thanks to an intuitive user experience and navigation logic.

Learn more about workforce management

Optimize your staffing

Predict demand and staff accordingly across all of your contact channels.

  • Reduce headcount requirements to achieve service level objectives across all contact channels
  • Gain a clear and trusted forecast to ensure correct staffing without wasted labor

Spend less time scheduling

Automatically generate schedules based on arrival patterns, and focus more time managing agents.

  • Minimize administrative effort to generate accurate forecasts and optimal schedules

Take guesswork out of forecasting

Ensure you are staffing correctly with clear forecasts, and avoid extended periods of underutilization.