The pressure to do more with less drives so many business decisions today. And with people being your most costly resource, the onus is on you to make sure you have who you need when you need them - no more, and no less - while keeping in mind the mandate to deliver an exceptional customer experience. Call center workforce management software has evolved into an essential tool for contact centers that want to stay on the leading edge of customer service, agent satisfaction and loyalty, operational efficiency and improved profitability.
Using KnoahSoft Harmony™ Contact Center Workforce Management software, you can forecast and optimize your contact center staffing not only for the day, but for the week, month, quarter, season, or year - across all interaction channels. Powered by Teleopti, the KnoahSoft Harmony™ call center workforce management software application considers agents' individual skill profiles, work schedules, and their preferences regarding working hours to plan the best, most efficient workforce scheduling for your needs and those of your customers. This can have a significant impact on your financial results. Meeting service goals becomes easy, which leads to satisfied customers and increased sales. Plus, you'll save time and money by not overstaffing and staff turnover will go down due to higher job satisfaction among your agents.
As part of the KnoahSoft Harmony™ workforce optimization software suite, Harmony™ Workforce Management enables you to:
Infographic - Contact Center Best Practices: WFM» Download