In today's highly competitive marketplace, organisations invest heavily in technology to support and enhance their call centres operational performance. But as customers continue to expect superior levels of service, getting the most out of your technology is only part of the overall challenge. To drive customer loyalty and profitability, it is essential that contact centres recognise the value a well-managed workforce can deliver, allowing you to plan not only for today but also for the future.

By introducing workforce management software into your call/contact centre, you can ensure you have the right number of skilled people in the right place at the right time to pro-actively respond to the demands of your customers and effectively adapt to change.

Key Benefits

• Reduced operating costs - 60-70% of the costs of your call centre are attributed to the agents
• Higher utilisation of resources
• Skilled based scheduling - ensures you have the right type of skills, at the right time, to suit the requests of your customers
• Improved customer service levels by effectively controlling your wait times
• Improved agent productivity and retention - empowers your agents by allowing them to manage their own schedules; happier agents = happier customers. (Sabio)