Workforce Management

Submitted by Anonymous on Wed, 06/16/2010 - 21:38
Show Lobby links: 
Do not show a Lobby

Forecasting and Scheduling for Call Centers with 200 Agents or Less

Implementing an effective workforce management solution is especially critical in smaller call center environments where a single agent can make a big difference in call center performance. NICE IEX Workforce Management for Small to Medium-Sized Call Centers (SMCC) provides essential call forecasting and agent scheduling to meet the needs of single or multisite call centers with 200 agents or less.

Small and medium-sized call centers face many of the same fundamental challenges of larger call centers. Each needs to create accurate forecasts, build efficient schedules for agents, and monitor and analyze schedule adherence, individual agent performance, and overall service levels.
 
Our workforce management functionality for small and medium call centers is based on NICE IEX Workforce Management, which powers some of the largest, most complex call centers in the world. It delivers world-class functionality with advanced modules you can add as your call center grows.
With the NICE IEX Workforce Management for SMCCs, you’ll enjoy the same benefits larger call centers experience with NICE IEX Workforce Management: reduced administrative time, more efficient agent scheduling, improved agent performance, reduced labor costs, and higher call center morale.
 
This workforce management software includes turnkey installation and training that will get you up and running quickly.
The NICE IEX Workforce Management for SMCCs provides a centralized platform for optimizing call center performance. Specific capabilities include:
 
  • Smart architecture can accommodate either single or multiple server configurations. NICE IEX Workforce Management for SMCCs is easy to install, back up and maintain.

 

  • Patented self-adjusting algorithms for call center forecasting generate accurate forecasts that can be adjusted for unusual events or key business drivers.

 

  • Planner tools provide a variety of views to help you perform “what-if” analyses for future events.

 

  • Agent scheduling is based on rules you choose; the system accommodates preference-based scheduling and schedule bidding.

 

  • Intraday management tools allow you to make timely, informed decisions in real time and under changing conditions to ensure your call center meets its service objectives.

 

  • Robust reporting options to give you the information you need in the format you choose.