Simply the Most Accurate Call Center Scheduling and Forecasting Tool on the Market
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.
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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.
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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 Call Center Workforce Management.
We Have Your Call Center Scheduling and Forecasting Solution
Powered by Pipkins, a leading supplier of 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 Call Center Workforce Management Softawre Advantage:
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Advanced Forecasting with Merlang Algorithms |
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Call Center Scheduling in Skill-Based Environments |
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Easy to Use Point-and-click Graphical Schedule Management Tools |
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Comprehensive Analysis and Reporting Capability |
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Complete Multi-site Management |
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Attendance Preferences |
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Support for Multi-media Environments |
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Live Real-Time Adherence Monitoring |
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Scenarios (Perform “What-If” operations) |
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Filters (data can be filtered to many levels for easier management) |
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Linked Shortcuts (perform repetitive operations with a single click) |
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Call Center Scheduling Reoptimization |
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E-Mail Integration |
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Automated Data Exports |
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WYSIWYG (What you see is what you get) Report Distribution |
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Agent Productivity/Statistics Reporting |
Increase Agent Satisfaction
The Workforce Management WEB access module is a favorite with
agents because it allows them to manage their schedules online
at any time. The module enables agents to submit time off requests
and schedule swaps. The vacation planning feature allows agents
to view vacation time requested, used, and remaining.
Improve Your Company's Bottom Line ROI
Decreased call center costs are achieved through accurate staffing and improved agent performance. Improved agent performance results in increased customer service and customer retention. Higher agent retention reduces costs of recruiting and training. The bottom line is cost savings to companies.
Be Up and Running Quickly with Hosted WFM
VPI and Pipkins offer WorkforceScheduling.com, a hosted, low cost, low-risk subscription-based solution for managing your contact center workforce that allows you to “pay as you grow." There is no hardware to install and maintain, no long-term commitment required, and little or no IT requirements. You also receive the same powerful features as our enterprise solution, customizable access to only the functionality you need, complete integration with your ACD, and scalability to meet your growing needs.