Contact Center Workforce Management
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.
Aspect builds customer-company relationships through a combination of customer contact software and workforce optimization for the enterprise.
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.
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
OpenText WFO Software has a 32-year history of innovation, holds 24 contact center technology patents, and provides enterprise contact center customers around the world with call recording, integrated workforce optimization and advanced analytics. Our workforce optimization solution, OpenText™ Qfiniti, is a modular suite that includes tools designed to optimize workforce management, quality monitoring, liability recording, coaching and eLearning, performance management, and surveying. OpenText™ Explore is our speech and Voice of Customer analytics product that enables the enterprise to gain customer behavior insights in multi-channel, multi-language contact center environments.
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.
Support.com® Cloud (formerly “Nexus®”) is next-generation Software as a Service (SaaS) for technical support that increases customer satisfaction and loyalty, creates new revenue opportunities and decreases support costs. Support.com Cloud provides intelligent guidance for support teams and customer self-service, as well as enabling Internet of Things (IoT) solution and app providers to embed support directly into their products. It can be used to resolve complex technical issues more quickly and effectively, reducing customer effort and maximizing the value customers get from new technologies. Guided Paths® are at the core of both the Self-Support and Agent Support applications of Support.com Cloud, providing easy to follow, step-by-step guidance with built-in logic. To facilitate continuous optimization, Support.com Cloud also collects detailed data about every step of every support interaction, and uses advanced analytics to provide actionable insights into support practices and real-world product performance.
Verint® Enterprise Intelligence Solutions™ is the leader in enterprise workforce optimization solutions and services. Its solutions are designed to help organizations of all sizes capture customer intelligence, uncover business trends, discover the root cause of employee and customer behavior, and optimize the customer experience. From contact centers to remote office, branch and back-office operations, its award-winning, next-generation Impact 360® Workforce Optimization™ suite is the industry’s most unified solution set—featuring quality monitoring and recording, workforce management, customer interaction analytics (speech analytics, data analytics, text analytics and customer feedback surveys), desktop and process analytics, performance management, eLearning and coaching. Impact 360 helps improve the entire customer service delivery network, powering the right decisions to help ensure service excellence and transform organizations into customer-centric enterprises.
WorkFlex Solutions is the industry leader in “auto-optimization” for service centers and has been recognized by Gartner Inc. as a 2011 Cool Vendor for CRM Customer Service. WorkFlex SaaS products “plug into” existing workforce management systems and apply real-time supply chain methodologies to automate intraday staffing and performance management processes, reducing dependency on forecast accuracy, improving performance and reducing G&A overhead.