Call Center Workforce Management Software

Call Center Workforce Management Software

An effective and profitable contact center hinges on your ability to properly staff your operation with just the right resources, who have the right skills, at the right times, all the time. Sound like a big job? It is.

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.

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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.

Put the right people with the right skills in place at the right times to save money and deliver the best possible customer experience.

As part of the KnoahSoft Harmony™ workforce optimization software suite, Harmony™ Workforce Management enables you to:

  • Build reliable and accurate schedules for contact center agents and back-office office employees regardless if they are located at headquarters, branch offices or at home
  • Get more from your existing staffing resources by developing optimized staffing schedules that incorporate all types of activities into your customer service processes
  • Reduce administration and time spent preparing holiday schedules, shift changes and shift trades among agents
  • Utilize dynamic, multi-skill forecasting and optimization for all contact channels
  • Focus on leadership and coaching instead of day-to-day schedule adjustments
  • Reduce staff turnover and build internal morale by providing agents the ability to manage their work schedules around their personal lives with work preferences, availability and automatic request handling tools
  • Produce accurate budgets to increase profitability
  • Track and improve performance leveraging a wide range of web-based reports that can also be exported to Microsoft Excel and PDF
  • Balance service demands, management expectations and agent job satisfaction so you can deliver a memorable customer experience that is delivered by motivated agents and highly efficient operations

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Infographic - Contact Center Best Practices: WFM

Infographic - Contact Center Best Practices: WFM

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