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Workforce Management

Workforce Management Blog
May 12, 2018 / Evolve IP

Call Centers can optimize all aspects of their workforce by adding Monet Live Workforce Management (WFM) to Evolve IP’s award-winning contact center solution. This unified WFM platform significantly improves service levels, increases productivity and delivers a fast return on investment.

Call centers using WFM systems experience an average savings of 5-10% of their staff hours

The overwhelming majority of call centers are faced with staffing issues and the challenge of meeting service levels while controlling costs. Having the optimum number of agents at the right time with the right skills, in the right place is essential to call center success. Adding a cloud-based workforce management platform to our world-class call center solution will save you from the hassle of managing different vendors in addition to avoiding large upfront investments, painful hardware & software implementations.

Why Workforce Management?

Optimizing personnel resources has never been so critical. Even with great schedules in place, usually created with time-consuming and error-prone spreadsheets, managers can never really tell if their representatives are adhering to their schedules and how this will impact their service levels.

By integrating Evolve IP’s contact center solution with Monet’s Live WFM, you can fill this gap and allow your contact center to build accurate forecasts and optimal schedules.

Features:

  • Forecasting and Scheduling: Calculate precise forecasts and generate optimal staffing schedules
  • Intra Day Management: Easily determine the real-time trend of forecast vs. actual results and easily modify forecasts & schedules
  • Real-time Adherence: Compare planned and actual agent activity throughout the day
  • Performance Analysis: Easily report and analyze all agent activities

Benefits:

  • Affordable: Low monthly fee and minimal capital investment
  • Easy to install: Get started quickly and easy to learn, use and integrate with several applications
  • IT Friendly: Secure and scalable, minimal IT requirement
  • Proven results: Improved service levels, increased productivity, reduced costs and staffing hours
  • All in one functionality: Free from the struggle of managing different contracts, vendors and custom development projects integrating WFM with your phone system
Categories: Contact Center
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