telecommunications IT company
+7 (499) 766 70 50
+7 (812) 449 47 32
Moscow
Saint Petersburg
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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.
Functionality WFM
Predicting the load on the call center based on data from the call center
Informing operators about the work schedule (about their workload for the nearest period
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
Operational monitoring of the CC operation in real time
Optimize your schedule according to your current business priorities
Providing analytical and statistical reports to a higher-level Manager
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