inContact Workforce Management
Manage Your Workforce with Confidence
Forecast, schedule and track adherence with something more powerful than a spreadsheet.
inContact Workforce Management™ (WFM) helps you manage forecast demand, workforce scheduling, analyze and optimize staffing and report real-time adherence in your contact center. Use advanced analysis to predict service levels, abandon rates and queue times. Use a break/lunch optimization wizard to improve your staffing efficiency. Offer agent self-service to your employees so they can review their schedule, setup schedule preferences, request time off, and swap shifts with other agents.
Call Center Software Benefits:
- Achieve more efficient call center schedule management by generating forecasts based on historical call volume and automatically tracking agent time off and shift swapping needs
- Quickly view real-time agent states and adherence levels
- Deliver reminder messages to agents regarding scheduled activities to help them stay on track with the published workforce schedule
Call Center Software Benefits:
- Connect work at home agents and multi-site operations
- Integrate forecasting with historical data for up to the past 25 months
- Optimize workforce scheduling, so managers have the right number of agents, in the right place at the right time to ensure call center service level goals are met
- Communicate agent schedules via the internet, phone or both
- Add to employee satisfaction with online and telephone interfaces for shift swapping, schedule preference requests, time-off requests and more
- Increase customer satisfaction as a result of increased agent satisfaction
Call Center Software Benefits:
- Flexible, powerful customization
- Software can be turned up in less than an hour if you already use inContact
- Integrate inContact Workforce Management seamlessly into our hosted ACD
- Operates in harmony with your existing PBX
- Our call center software is simple and easy-to-use
