Managing workforce & operations
Accurately forecasting call loads and agent availability in a contact center is a key component in achieving success. Providing the required accuracy, by taking into account all the historic and future dynamics, requires a sophisticated forecasting and scheduling tool. The forecasting process is as equally important to the scheduling process. No matter how well you schedule your agents, if their numbers are wrong because of forecast inaccuracies, success will prove impossible.
As quickly as contact centers are growing, more and more employees work in different locations or from home. Scheduling is not the same at a single site with tens of agents versus a multi-site environment with hundreds or thousands of agents. Complex administrative tasks, such as vacation requests, filling scheduling gaps, and keeping off-site employees on schedule, have added to the difficulty. Forecasting a schedule improperly can increase the company’s labor costs exponentially.
To manage workforce and operations, the Engage Contact Center Suite from TelStrat provides:
Engage Manage equips administrators to forecast, schedule, monitor, notify and report on-site or remote staff status in a real-time online environment. Regardless of the mixture of call handling and non-demand activities assigned to agents, this sophisticated workforce management tool will increase efficiency and decrease labor costs. Engage Manage is available in a resident thick client or a hosted online solution.