WFM Software

inContact call center Workforce Management (WFM), allows you to manage, analyze and oversee all elements of your call center workforce, providing the opportunity to improve agent satisfaction and supply valuable manager insight into performance.

With inContact ACD integration, inContact WFM allows you to:

• Create forecasts from as little as one week of historical data up to 25 months of historical data
• Monitor agent’s real-time and historical schedule adherence
• Notify agents of schedule events (new schedule, time-off approval, schedule changes, etc.) to help them stay up-to-date with schedule activities in the contact center

What can inContact WFM do for my center?

• Forecast call volume demands
• Create and manage schedules
• Optimize staffing plans
• Run reports on adherence, shrinkage, forecast vs. actual volume, etc.
• Predict service levels based on historical analysis
• Engage employees and increase satisfaction through the self-service site where agents are able to submit schedule availability, request time-off, trade shifts and manage contact preferences.

Does inContact WFM work with a distributed workforce?

Yes. inContactWFM is ideally suited for any call center set-up: multi-site, at-home agents and single centers, or any combination of these three.

Does inContact WFM account for employee skill-level and availability?

Yes. Agents have the opportunity to input their schedule preferences and availability through the self-service website or IVR. When creating schedules, schedulers have visibility into the agent’s schedule preferences and can create schedules accordingly.  After schedules are created, the advanced analysis tool predicts service level based on forecasted volume and agent ability to handle the contacts according to their skill level.