Workforce Management for Contact Centers

Increase agent engagement and maintain optimal coverage across all channels with a single, flexible, scalable forecasting and scheduling solution.

Why Use Workforce Management?

The right WFM solution will streamline the everyday management of your staff so you can maximize your time, schedule smartly, and keep employees engaged.

Reduce overstaffing

Gain the ability to respond to changes in real time, such as surges or ebbs in interaction volume with flexible intraday management. When you can see contact volume trends, you can prepare for them without overstaffing.

Improve employee engagement

When you're able to provide your agents with the ability to respond to changes in their schedule in real time, they feel empowered. Accommodate your employees' preferences to give them greater control.

Accurately forecast

Workforce management software gives your contact center the power to quickly and accurately create forecasts and schedules so you can adequately address contact volume using the right data.

Automate scheduling

Build schedules for your staff – across multiple locations and channels – in minutes and automate time-off request approvals so your management can get back to strategy instead of tedious administration.

How Does Workforce Management Work?

Virtual Observer's Workforce Management enables an ease-of-use, and flexibility found nowhere else in the industry, so your contact center can expand, and you can manage your staff efficiently.

Forecasting

WFM uses six different forecasting models with historical data to enable highly accurate projections to reduce overstaffing and ensure future staffing needs are met.

Scheduling

Determine staffing needs, availabilities, and skills required with WFM's feature that helps you produce optimized schedules for your entire staff.

Real-time adherence

Get the most advanced adherence alerts available and bring your agents into this solution, so they have the tools to monitor their productivity and improve overall efficiency.

Intraday management

Gain the ability to rapidly shift hundreds of schedules and notify agents instantly. Our Automated Schedule Adjustment Plans (A.S.A.P.) streamlines your intraday WFM processes so you can efficiently flex the schedules of your entire workforce.

WFM agent portal

Our rich agent portal was designed to empower your agents by giving them the ability to personalize their portals with themes, layouts, and content placement.

CRM Omni-Channel

Our multitude of CRM connectors captures time-on-task from all leading CRM providers. Modern WFM is no longer just for ACD’s and phone conversations. We connect, and collect, interval data for chat, email, social responses and back-office work from actual ticket and transaction data in Salesforce, ServiceNow, Oracle, MS-Dynamics, Zendesk, Freshworks and many more.

Virtual Observer’s Workforce Management solution puts the power of automation in your hands to streamline your entire contact center’s workflow.

Further benefits of WFM include:

  • Various forecasting models that provide dynamic flexibility and what-if capabilities.
  • Shift notifications that allow agents to respond immediately.
  • Deep insights into adherence trends that enable supervisors to make adjustments quickly.
  • Easy user access to reporting and features from any location or device.
  • Historical and Real-time data that fuel actual and predictive contact center volumes.
  • An easy-to-use interface for faster onboarding and hands-on mastery.
  • Scalability that allows the system to grow as you do, whether in a planned way or seasonally.
  • Mobile App for Agents Anywhere
  • CRM Connectors for Any Task, Any Time, Any Channel, Any Location

Go beyond just scheduling quickly and easily. By utilizing a solution that empowers your employees with flexible scheduling, it can free up your workforce management to get back to what they do best and give you the power to address high-volume periods with ideal agent staffing.

Empower Your Agents and Drive Customer Loyalty

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Revolutionize the efficiency and success of your contact center with a solution that helps you retain high-performing talent and provide the best possible customer experience. Learn more about Virtual Observer or request a demo today.

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