Workforce automation pays off by transforming staffing and adherence processes.
Today’s workforce values schedule control, flexibility and simplicity. Empower your employees with “on the go” schedule flexibility via a mobile app while still balancing the needs of your business.
Use real-time automation to ensure agents remain on schedule. Proactively prompt agents into their lunch, break, or end-of-shift before a long call creates an adherence issue.
Volume dictates the need for staffing adjustments. Real-time automation takes the burden off WFM by eliminating manual VTO and VOT processes.
Omnichannel service delivery has become increasingly complex. Let real-time automation react to volume fluctuation by balancing resources across channels to maintain service levels.
Agents frequently moving between AUX States is tough to manage. With contact center automation, outlier behavior is immediately addressed with alerts and adherence is back under control.
Give agents intraday flexibility to take a few hours off mid-shift in overstaffing situations. Use real-time data, preference and performance metrics when automating the selection process.
Identify call handling patterns in real-time and automate delivery of coaching to address specific performance issues. Discussing performance issues immediately versus days or weeks later makes a greater impact.
Real-Time Analysts can spend hours listening to agent voicemails and updating schedules. Automatically update the schedule when agents don’t show up on time and notify supervisors that agents are late or absent.
Power and flexibility to modernize your contact center and create a lasting impact for your business.
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