Engage Manage
Using true forecasting algorithms that include curve mapping and pattern recognition, the Engage Manage forecaster intelligently analyzes your historical data and selects the most appropriate method to provide the most accurate and realistic workforce forecast possible for your contact center. Engage Manage was created on the Merlang®-M algorithm, an industry recognized advanced forecasting algorithm, which directly calculates requirements in a multi-skilled environment, avoiding repetitive analytical simulations.
Daily schedules, schedule changes, and adherence information can be delivered to agents automatically, or viewed on demand at any time by the agent with one simple click in Engage Manage from TelStrat. The length of time that agents spend in specific states can be monitored also. Thresholds can be set for each agent state and agents that spend more than the specified time in the state are highlighted, alerting you that the agent may need assistance or additional training.
Forecast overstaffing is eliminated by recognizing secondary skills, and accounting for call overflow to available secondarily skilled agents. Your contact center will easily be able to meet service objectives, all while operating at a more cost-effective level.
Forecast staff based on customer behavior
Reduce labor costs by accounting for maximum occupancy levels, unscheduled absences, abandon rates, and busy signals.
Schedule non-demand or off-key work
Employ agents to multiple serving teams during the day, or to different skill sets such as training or clerical duties.
Ensure agents are on-task & on-schedule in one snapshot
(Available Enhancement)
Monitor each agent’s state on the screen, such as incoming call, after call work, available, late start, improper activity, and early finish. Each agent’s status is highlighted to alert you of a possible problem.
Automate and approve schedule requests
(Available Enhancement)
Provide agents the power to request time-off or other routine schedule related tasks.
Eliminate paper-bound scheduling requests
(Available Enhancement)
Notify agents of schedule changes, requests, and adherence issues in a three-simple formats—ticker, popup, or tray modes.
Benefits
- Store all time step data (down to 5 minute level) for seasonal and cyclical forecasting
- Build real life customer behavior into service objectives to improve the overall customer experience
- Quantify the effect on labor of special events (e.g. for mail drops, campaigns, and special promotions)
- Reduce the amount of administrative overhead by empowering the agent to perform many of the routine schedule related tasks
- Eliminate costly paperbound schedule distribution methods.
- Automate notifications for scheduled activities and non-adherence conditions of on-site and remote agents