CONTACT CENTER WORKFORCE MANAGEMENT

Verint Witness Actionable Solutions offers Impact 360 Workforce Management and Impact 360 Express Workforce Management to help simplify contact center forecasting and scheduling.

Today, multiple sites, expanded media options, staff proficiencies and preferences, and customer expectations have made the task of contact center forecasting and scheduling more complex than ever.

Impact 360 Workforce Management
Impact 360 Workforce Management helps today’s multi-site, multimedia contact centers simplify call center and multimedia contact center forecasting and scheduling, while providing target="_blank">performance management and eLearning capabilities. With Impact 360 Workforce Management, you can:

  • Reduce costs by staffing appropriately to meet your workload.
  • Improve service by scheduling the right agents with the right skills at the right time.
  • Improve employee effectiveness and retention with eLearning and agent self-service capabilities.

Part of the target="_blank">Impact 360 Workforce Optimization solution, Impact 360 Workforce Management provides a broad range of functionality, including:

Forecasting – Accurate forecasting is the critical first step in workforce management. Impact 360 Workforce Management integrates with your ACD and outbound dialer and uploads historical data directly from their database.

Scheduling – Impact 360 Workforce Management incorporates the unique skills and proficiency levels of each employee. It helps you produce optimal schedules down to the quarter hour by balancing the defined shift rules, work patterns, breaks, off-phone times, employee skills and preferences, and targeted service-level goals.

Planning, Adherence, and Management – Impact 360 Workforce Management provides views of inbound, outbound, and blended contact centers for a complete picture of adherence. Unique adherence views allow you to simultaneously compare your agents’ actual phone, non-phone, and desktop activities against their schedules. You can review a breakdown of adherence per activity and manage exceptions, helping minimize shrinkage in your center.

Agent Self-Service – Impact 360 Workforce Management helps your staff manage and contribute to setting their own schedules without impacting service levels. It not only automates shift bidding, but also introduces a higher degree of fairness in awarding shifts. The automated rules engine factors in seniority, rank, and unique “tie-breaking” bonus points, and assigns shifts accordingly.

KPI Scorecards – Impact 360 Workforce Management contains role-appropriate scorecards that display actual employee performance metrics. These scorecards include an extensive set of predefined key performance indicators (KPIs), along with the ability to create your own. Managers can drill directly from the KPIs on the scorecard to specific recordings or adherence screens and automatically trigger eLearning assignments based on scorecard results for targeted training.

eLearning – eLearning can be automatically assigned and delivered directly to your employees’ desktops based on scorecard results and quality monitoring evaluations. Supervisors can manually assign training sessions from a library of courseware, and employees can assign lessons to themselves to brush up on specific skills. eLearning courses can be scheduled to minimize the impact on service levels, and managers can track completion and subsequent job performance to assess training effectiveness.

Impact 360 Express Workforce Management for Smaller Contact Centers
Impact 360 Express provides small and mid-sized contact centers with a workforce management solution that automates forecasting, scheduling, and adherence monitoring. By helping smaller centers staff more appropriately to meet their workload, Impact 360 Workforce Management can reduce costs. Impact 360 Express Workforce Management integrates with your ACD and uploads historical data directly from your database. You can select, combine, and alter historical data to predict future contact volume, handle times, connect rates, and right-party connect rates for day-to-day or weekly projections.

With Impact 360 Express, you can produce optimal schedules down to the quarter hour by balancing the defined shift rules, work patterns, breaks, off-phone times, individual skills, proficiencies, and preferences, and targeted service-level goals. You can also monitor adherence to see who’s following the schedule — and who’s not — and take corrective action right away.

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