We understand that running your business operations can be stressful—especially when you have to account for opening hours, holidays, workloads, fluctuating customer demand and so much more. ContactWorld works alongside a WFM solution to remove a number of inefficiencies that can stop you from delivering outstanding levels of service all day, every day.

Workforce Management solutions are designed to optimise your resources by combining scheduling and forecasting. Together with the real-time, accurate contact centre reporting from ContactWorld you can finally maximise both productivity and customer service levels.

Key features

  • Forecasting – More accurately predict your upcoming traffic by using the rich data you already possess
  • Scheduling – Automate your scheduling while including the accurate forecasting now available
  • Real-time agent adherence – Integrating WFM with ContactWorld allows for greater detail in the adherence of your agents, so you can know exactly who is available to take a call at any point.

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Key Benefits

  • Minimise complexity – A single, pre-integrated platform provided by one vendor, seamlessly connecting your WFM and Telephony

  • Deliver on your SLA – Optimise your schedules to consistently meet service level agreements

  • Reduce costs – Improve your forecasting accuracy so that you never have more agents than you need

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See the power of Workforce Management
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