Workforce Management

  • Develop operational scheduling strategies based on skills, tasks, and shift preferences
  • Perform root cause analysis of changes made in workforce management.
  • Forecasting an optimized employee schedules and improves service levels and reduces project costs.
  • Improve customer service by increasing agent availability and decreasing the need for call backs.
  • Improves customer satisfaction by ensuring agents with certain expertise are available to answer questions quickly.
  • In addition to inbound calls, can manage outbound calls, e-mails, Web chats, and other back office processes.
  • Workforce tracking and emergency assist
  • Absence and leave management