Workforce Management

GTE provides Workforce Management Solution which unifies forecasting, employee scheduling and calendar management, monitoring of real-time agent-adherence and Intraday contact-center performance, and historical reporting into a robust contact center resource-planning application.

 

Workforce Management (WFM) provides a sophisticated package of contact-center management tools. It provides additional value through its tight integration with single configuration point with advanced routing. Key functionality is presented through a web interface, which increases its accessibility and flexibility.

 

WFM is a strategic asset in advancing your goals of providing the highest quality customer service for the best value. In today’s contact center, interactions take a multitude of forms, and agents may have a broad variety of skills. WFM creates forecasts and schedules for multi-skilled agents who are handling interactions in a variety of media, as well as for a more traditional single-skilled agent pool handling mostly voice interactions.

 

WFM enables Supervisors to create proposed future schedules, Agents to bid on those schedules, and Supervisors to integrate the bids into real schedules. WFM enables agents to request time off and specific working hours, and also to trade schedules with other agents, without sacrificing optimal staffing levels. Flexible agent scheduling can help improve agent retention, resulting in fewer new hires who require training before they can become effective promoters of your business.

 

WFM provides real-time contact-center performance and agent-adherence monitoring. You can immediately adjust the number of agents working on a specific activity if you see that the service-level statistics for that activity have fallen out of the acceptable range. Or, if the service levels are more than satisfactory, you can encourage agents to spend additional time upselling new products, move them to another activity, or even give them time off.

 

 


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