Call Center Workforce Management Software (WFM) | Call Center Scheduling | Contact Center Workforce Management Software

Simply the Most Accurate Call Center Workforce Management Software on the Market

Call Center Workforce Management (WFM) is the process of balancing work to be completed with available resources. Because workforce demands vary from day to day, and sometimes minute to minute, the crucial key is accurately determining the anticipated workload.

The Call Center Workforce Management software enables you to create, modify, or delete schedules for individuals or multiple agents with simple drag and drop mouse operations.

The result of being unable to accurately determine work volume is overstaffing or understaffing. Overstaffing is costly to the company, while understaffing provides inferior service, and results in customer dissatisfaction. Balancing the work volume and resources to achieve a desired quality of service is the essence of Contact Center Workforce Management.

We Have Your Call Center Scheduling and Forecasting Solution

Powered by Pipkins, a leading supplier of contact center workforce management software, providing sophisticated forecasting and scheduling technology, the Call Center Workforce Management software solution features comprehensive scheduling, forecasting, and planning functionality for complete enterprise-wide multi-site call center workforce management and embodies a true client-server architecture, coupled with the power of an Oracle database and the Windows NT operating system.

The VPI Call Center Workforce Optimization Advantage:

Collect, process, and present consolidated telephony, performance, and business metrics in real or near-real time, in the context and format appropriate for each user.

Conveniently access and analyze consolidated information from integrated workforce management, quality management, speech analytics, customer surveying, email, chat, and any other system that is relevant to you.

Automatically share business intelligence with every department in your organization via role- and privilege-based security.

Maximize performance and accountability – enable agents to self-monitor and self-correct in real time.

Identify and promptly correct performance gaps, rectify potential problems, and capitalize on opportunities.

Expedite performance improvements through targeted intervention via integrated electronic coaching and messaging.

Improve sales conversion and quality of service while realizing significant savings in areas such as: agent attrition, quality scores, first call resolution, average talk time, idle time, sickness and absence, average hold time, and much more.

Performance Management Resources
	VPI PERFORMANCE™ Performance Management Brochure
	Performance Management ROI Guide (Authored by analyst Dick Bucci from The PELORUS Group)

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