WFM (Workforce Management)
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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.

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