Applied Business Technologies offers a complete workforce management solution for any size contact center.
Forecasting:
WFM Live provides contact center managers and supervisors the ability to use data to precisely calculate and predict a forecast for future call volume, average handle time for each call center agent while balancing service levels costs and agent requirements to plan for long-term staffing needs.
Agent & Supervisor Collaboration:
Agent and supervisors are connected through a web-based interface which allows them to communicate instantly to schedules. Agents are able to view, bid and request changes on schedules. Supervisors has the ability to create, forecast, approve or deny agents request online minimizing the time it would take with the traditional spread sheet format.
Schedule Optimization:
Realtime automated scheduling enables administrators to drag and drop breaks, lunches, holidays and make other changes to agent schedules instantly.
Reporting & Performance Management:
The reporting features enable administrators to capture and analyze data, generate agent activities and measuring whether they meet key performance indicators. Reports can be customized to show how your center is handing call volume, achieving service level goals, and help to managing costs and revenue.
Exception Planning:
The exception planner is an availability calendar that is easy to use and color coded and displays in real-time the scheduled holidays and time off for the agents.
Real-Time Adherence:
Real time monitoring to check whether the agents are adhering to their schedules allowing administrators to compare planned agent activity with actual activities throughout the day. Managers and supervisors are instantly alerted when agents are out of adherence helping them to reduce shrinkage by efficiently calculating the minutes per day that agents are being paid while not actually working or available to receive calls.
Register today for more information.
