Leading cloud contact centre vendor NewVoiceMedia today announced the launch of its innovative Workforce Management (WFM) solution ContactWorld Perform. Through a single platform delivering a complete cloud contact centre with WFM, managers can achieve the balancing act of meeting the demands of customers against inevitable resource constraints.
With WFM and telephony in one complete solution, businesses can dynamically change the customer experience based on the resources they have available. For example, customers needn't navigate an IVR if there are agents available, so the company can decide not to surface the IVR in such instances.
When businesses can accurately forecast their peaks and troughs, they can plan staffing requirements more effectively. Trends in contact traffic levels can help managers react to unexpected fluctuations and ensure they have the right mix of staffing skills to meet demand and achieve their SLAs. Holiday scheduling can be more efficiently handled and managers can analyse how well they've matched resources to demand, and the impact on service levels and KPI achievement.
Using the power of the cloud, agents can log in from home, check their schedules and make schedule change requests such as holidays. At really busy times, managers can even ask staff to work for just a couple hours from home, as all users can log-in to the same system from a web-connected computer, regardless of their geographical location. This allows the business greater flexibility, and better organisation with ContactWorld Perform can have a positive effect on agents, reducing attrition.
With the application's real-time adherence, managers can also check their agents' progress in relation to what is scheduled, and are aware of when they are on breaks. Together with ContactWorld's call recording functionality, they can benefit from a 360° view of operations and performance, helping them to manage staff more effectively.
Jonathan Gale, CEO of NewVoiceMedia, comments, "We pride ourselves on the hard work, dedication and innovation it has taken to develop market-leading cloud contact centre technology with WFM on a single platform. We have fundamentally rethought WFM to write, build and deliver a solution that doesn’t have the pain points associated with other WFM solutions, and worked tirelessly to maintain ContactWorld's single, pre-integrated platform because it delivers real, tangible benefits for all those involved".
NewVoiceMedia will be unveiling ContactWorld Perform at The Call Centre and Customer Management Expo on 2 - 3 October. Held at London Olympia, the event provides the UK’s most comprehensive marketplace of industry players under one roof.