Workforce Automation for Contact Center Teams

Workforce Automation processes time-sensitive call center data in real time and takes immediate, automated actions triggered by actual center conditions based on business rules you define.

Integrates with ACD and WFM Systems to Support In-Center and Remote Customer Service Teams

Strengthen Engagement

Provide training, coaching, and other development tasks at the right moments.

Transform Staffing

Keep labor costs in check and ensure rapid staff adjustments to meet demand.

Improve Adherence

Keep agents on schedule, reduce manual entry, and save WFM manager time.

Streamline Call Handling

Monitor agent-state data and alert agents when pre-set thresholds are exceeded.

Strengthen Engagement

Workforce Automation aggregates idle time across the agent population and delivers training directly to agents’ desktops when service level demands can accommodate it. Schedules are updated automatically, eliminating wasteful data entry time.

Workforce Automation automatically prompts coaching sessions during idle time, streamlining center workflows and ensuring agents the personal attention they need to better serve customers.

Leverage real time automation to find appropriate moments during the shift to deliver work updates, system incident communications, or off-phone tasks to your agents.

With better insight into actual center conditions, you’ll be able to offer agents surprise breaks, birthday wishes, or other personalized messages.

Transform Staffing

Workforce Automation monitors call volume and schedule data to ensure your center is always appropriately staffed. It uses real time net staffing data to reduce overstaffing costs and helps you match agent supply with customer demand, calling in all hands on deck as needed.

When an agent fails to show up for a shift on time, Workforce Automation notifies the supervisor and updates the schedule automatically, eliminating the need for manually updating the schedule 

Fluctuating volume dictates the need for intraday staffing adjustments. Workforce Automation removes the burden from WFM managers by monitoring volume and automatically proposing VTO and VOT options for agents.

Workforce Automation monitors and reacts to volume fluctuations in real time, balancing resources across call, web, chat and other channels to maintains service levels.

Improve Adherence

Workforce Automation uses real time automation to proactively prompt agents into their lunch, break, or end-of-shift before a long call creates an adherence issue.

If agents are not in the appropriate state and ready to take inquiriesservice levels and customers are negatively impacted. Workforce Automation prompts agents to return to the appropriate state and notifies supervisors for immediate intervention. 

A manual approach to managing multiple agents constantly moving between AUX states leaves managers with little time for other tasks. Workforce Automation addresses outlier behavior immediately with automatically triggered alerts to help keep adherence under control. 

Streamline Call Handling

When agents go beyond established thresholds for sufficient ACW time, Workforce Automation prompts with an offer to help or a reminder to return to helping customers.

A customer on hold is not a happy customer. Workforce Automation monitors caller hold time and prompts agents—in terms you define—if they need help.

Workforce Automation monitors agent call-handling states (talk time, hold time, ACW) for individual calls, days, or weeks and aggregates the data to identify patterns that coaches can use to address and take real-time action on outlier performance behavior.

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