WFM (Workforce Management for Contact Center)

The Workforce Management for Contact Center (WFM) system helps you manage your Contact Center with maximum efficiency. WFM is designed to manage the activities of the contact center in terms of planning the working hours of operators, as well as forecasting and distributing the load on the Contact Center.
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WFM (Workforce Management for Contact Center)

Functionality

  • Predicting the load on the call center based on data from the call center)
  • Scheduling the work of CC operators taking into account the projected workload, shift schedules, vacations, sick days, time off, planned regular events-meetings, training, etc., force majeure
  • Optimize your schedule according to your current business priorities
  • Informing operators about the work schedule (about their workload for the nearest period
  • Operational monitoring of the CC operation in real time
  • Providing analytical and statistical reports to a higher-level Manager