Workforce Management

Increase contact center productivity, by achieving the perfect balance between available resources and service demands.

One of the most difficult tasks for contact center managers is sizing resources efficiently. Getting the most out of them is essential to withstand demand peaks and deliver a unique customer experience.

Enghouse Interactive and U-WFM Workforce Management solution for Contact Center facilitates the forecasting and scheduling of resources on an easy-to-use platform designed to increase agent retention and productivity and reduce administrative costs.

Benefits

By implementing this tool in your contact center you will:

• Improve service levels without increasing operating costs, by reducing periods of staff shortage or excess.
• Increase revenue, thanks to the reduction of abandonment and waiting times, while increasing up and cross selling.
• Increase employee productivity by 30% by setting clear targets and metrics, performance feedback, and more flexible schedules.