Problems WFM Solves in the Contact Center
Quickly eliminates over or under staffing problems
Reduces overhead costs while still maintaining high service levels
Improves visibility into attendance and productivity
Contact centers can see real-time agent attendance metrics
Reduces talent attrition and burnout
Facilitates new schedule flexibility options (split shifts, shift bidding).
Ways WFM Software Makes a Difference
- Save hours of staff time creating forecasts and schedules by generating the necessary information in only minutes
- Reduce costs by quickly staffing up or down using a mobile app
- Load in commonly used WFM strategies instead of recreating them from scratch to save time
- Minimize unnecessary communication by enabling late check in from agent phones
- Resolve PTO requests in real time to avoid errors and duplicate requests while also increasing agent satisfaction