Automatically evaluate dozens of forecasting algorithms to determine the forecasting model with the greatest accuracy.
Improve planning by working in reverse towards your target, inputting tasks as shrinkage metrics to set realistic SLAs.
Increase the operational efficiency and accuracy of your staffing plan.
React faster to business changes, and make a case for your hiring needs, before they arise.
Plan for tomorrow’s staffing needs, today and position your contact center to survive in a whirlwind of change.
Achieve instant insights and greater granularity, with user-defined shrinkage.
Enable secure access for staff wherever they might be, with single sign-on, secure cloud connectivity and infrastructure maintenance.
Integrate new digital channels and back-office workstreams to enhance workforce management optimization.
Contact Center Leaders - How to Plan in a Rapidly Changing Environment
Now that companies have shifted to hybrid work models, contact center leaders continue adjusting to a new normal that changes rapidly. States, municipalities, and global business process outsourcing (BPO) companies have also shifted to hybrid work. For agents working at home full or part-time, distractions not ordinarily present in the contact center environment run rampant.
The AI-powered WFM suite
Contact center leaders are increasingly turning to artificial intelligence (AI) to plan, manage and automate workforce management.
Solving the top concerns of today's contact center
Contact center leaders today face a host of challenges as they try to balance the mandate to operate efficiently with that of providing a consistently high level of customer service. Eight key challenges – service objectives, multi-skills, adherence, occupancy, absenteeism, employee engagement, omni-channel and attrition – pose a not-insignificant challenge in the constantly changing contact center environment. On their own, each is a complex issue; together, however, interdependencies magnify the challenge, and traditional workforce management (WFM) can solve only part of it.