WFM (Workforce Management)
Optimize your most important resource: your team. With our Workforce Management (WFM) solutions, you can predict the demand for interactions and plan your resources intelligently, ensuring that you always have the right number of agents with the right skills at the right time.
Description
WFM’s tools go far beyond the creation of schedules, offering comprehensive workforce management:
-
Accurate forecastingUse AI-based algorithms and historical data to accurately predict interaction volumes across all channels (calls, chats, emails) in the short, medium and long term.
-
Automated schedulingGenerate optimal schedules that balance business needs (meeting service levels) with agent preferences and labor regulations.
-
Real-time adherence managementMonitor whether agents are adhering to the planned schedule (working, on break, in training) and receive automatic alerts for deviations so that corrective actions can be taken instantly.
-
Leave and absence managementCentralize and automate the request and approval of vacation and other types of absences, ensuring that coverage is never compromised.
-
Employee portalOffer your agents the possibility of consulting their schedules, requesting shift changes or exchanging them with colleagues through a web or mobile portal, increasing their autonomy and satisfaction.
Other products you may be interested in
CaaS
Our solutions for Contact Center as a Service (CaaS) solutions allow you to migrate your contact center to the cloud, offering unprecedented flexibility, scalability and power. Break free from the shackles of physical infrastructure and access the latest technology to deliver an exceptional customer experience, paying only for what you need.
Quality automation
Raise your service quality standards exponentially. Our automated quality management (AQM) systems allow you to move from manually reviewing a small percentage of interactions to evaluating 100% of them objectively and consistently, boosting agent performance and ensuring an exceptional customer experience every time.
