Contact center workforce performance programs help achieve significant improvements in service quality and operational efficiency. In addition to ensuring that the right number of agents are performing at the right time, these workforce management systems strive to balance three often conflicting demands – service delivery optimization, lowering operating costs and reducing turnover of agents.
Workforce performance programs also help to improve customer experience management and significantly improve customer support.
Basic functions include the forecasting of contact arrival patterns using historical and other information, creating scheduling assignments based on those forecasts, and providing reports on forecasting and scheduling accuracy. Many systems also offer an expanded range of features such as: skill-based and multimedia contact scheduling, intraday reports, agent self-service capabilities, performance tools, schedule adherence monitoring and time-off administration.
Below you’ll find information on scheduling and personnel managing software for your help desk or call centers. For further information on each company, click on the company's name.
For further information click on any of the workforce management vendors below.
The inContact platform includes ACD software with skills-based routing, IVR with speech recognition, CTI capabilities, reporting, work force optimization, eLearning, agent hiring and customer feedback measurement tools. Taken together, the inContact service center platform creates an integrated, all-in-one software solution for operations seeking to support call centers, including those with a distributed workforce – either at-home or multi-site. Please see inContact’s cloud contact center solutions.
Pipkins is committed to being the leading supplier of innovative and quality workforce optimization systems and services to domestic call centers and to strategic international customers. Pipkins supplies the world's first third generation management solution that forecast call volumes and staffing requirements, while correlating special business activities. It then optimally schedules agents in a multi-skill set call center environment.