Contact Center Workforce Management
With people accounting for up to 70 percent of your contact center and back-office operating costs, it’s extremely important to schedule and manage this resource effectively. Altivon has partnered with industry leaders in the field of Workforce Management to deliver best-of-breed solutions: Interaction Optimizer™ and Impact 360 from Verint, Witness Actionable Solutions.
Contact Center Workforce Management Solutions deliver the following benefits:
- Improve agent effectiveness and satisfaction
- More accurate forecasts via historical ACD data
- Meet service level demands
- Avoid over-staff situations when demand is low
- Enhance scheduling and adherence by weighing agents’ time-off requests and schedule changes
- Proactively monitor agent activity, adherence and operations in real-time
By measuring and leveraging the individual talents and preferences of each employee, Impact 360 Workforce Management aligns their skills and proficiencies with your business objectives and customer needs, and then produces optimum schedules. As a result, you can avoid overstaffing, minimize overtime, provide employees with the schedules they actually prefer, identify time-off opportunities, and reduce shrinkage. What’s more, Impact 360 Workforce Management automates routine administrative tasks, freeing supervisors to coach their staff.
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