- Accurately forecast your customer demand
- Schedule and manage staff effectively
- Empower employees to participate in the scheduling process
- Track and promote adherence to schedules
- Get real-time visibility into staffing and call volumes
- Part of the Workforce Optimization Suite powered by Verint
Your contact volumes aren’t static all day—why should staffing levels be? Achieve balance in employee needs, customer satisfaction and cost containment by ensuring the right agents with the right skills are available at the right time. By matching demand to your scheduled workforce, inContact Workforce Management assists you in creating the best-case staffing scenario.
Workforce Management accurately forecasts customer demand
Take into account a wide view of your contact center’s historical workload trends, including hourly intra-day volumes, to create optimal schedules based on predictive data. Benefit from our years of experience in building the right scientific model for more accurate forecasts. inContact Workforce Management supports forecasting by skill, media, time of day, day of week and even the forecasting of long-term demands during strategic planning exercises. It also uses historical data to create special event profiles, enabling you to predict volume for future special events.
Schedule and manage staff effectively
There are many variables to consider when scheduling staff, such as availability, vacation schedules, skill levels, breaks, legal requirements, targeted service goals and more. Workforce Management takes all this information into account when creating optimized schedules. The result is supervisors are free to work on more strategic responsibilities, and schedules are optimized to meet service goals.
Empower your employees to participate in the scheduling process
Make employees happy by including them in the scheduling process. Allow them to enter their scheduling preferences and bid on schedules. Once schedules have been created, they can make a variety of schedule change requests such time-off/vacation, overtime, shift trades, etc. All of these can be manually or automatically processed to allow your preferences to be met.
Workforce Management tracks and promotes adherence to schedules
By ensuring agents work on assigned activities as scheduled and accurately managing agent time, our WFM module, Advanced Adherence, increases agent productivity, accountability and management effectiveness. Advanced Adherence comprehensively collects and displays data on how agents are spending their time throughout the day, and where there are discrepancies between the schedule and reality. Improving visibility into all agent activity helps to minimize labor costs.
Gain real-time visibility into staffing and call volume metrics
Get a real-time, graphical view of forecasted, actual and predicted call volumes, handle times, service-level statistics and more. Utilize the ability to receive automatic alerts notifying you of deviations to your plan and targets, so you can quickly reforecast, reschedule, and adjust staffing.
Part of Workforce Optimization powered by Verint
Workforce Management is a key component of our Workforce Optimization solution. Workforce Optimization analyzes customer interactions, improves workforce performance and optimizes service processes.