Predict with accuracy various scenarios, such as timetables, shifts, service levels, KPIs, define business rules, monitor and access reports in real time. Continuously improve the agent´s performance and the contact center productivity. WFM can be integrated with the most advanced call center solutions.
productivity and customer satisfaction and reduce staff costs
monitoring and planning of “what-if” scenarios
such as inbound, outbound, IVR, recording, intelligent routing, quality monitoring, e-Learning, gamification, and real-time reporting
Pedro Amorim, Director– New Channels Board at BPI bank