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Workforce Management (WFM) is the process of balancing work to be completed with available resources. Because workforce demands vary from day to day, and sometimes minute to minute, the crucial key is accurately determining the anticipated workload. The result of being unable to accurately determine work volume is overstaffing or understaffing. Overstaffing is costly to the company, while understaffing provides inferior service, and results in customer dissatisfaction. Balancing the work volume and resources to achieve a desired quality of service is the essence of Workforce Management.
Powered by Pipkins, a leading supplier of workforce management software, providing sophisticated forecasting and scheduling technology, the Solution Made Easy™ Workforce Managmeent solution features comprehensive scheduling, forecasting, and planning functionality for complete enterprise-wide multi-site call center workforce management and embodies a true client-server architecture, coupled with the power of an Oracle database and the Windows NT operating system.
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• Advanced forecasting with Merlang algorithms
• Scheduling in Skill-Based environments
• Easy to use point-and-click graphical Schedule Management tools
• Comprehensive Analysis and Reporting capability
• Complete Multi-site Management
• Attendance Preferences
• Support for Multi-media environments
• Live Real-Time Adherence monitoring
• Scenarios (Perform “What-If” operations)
• Filters (data can be filtered to many levels for easier management)
• Linked shortcuts (perform repetitive operations with a single click)
• Scheduling Reoptimization
• E-Mail Integration
• Automated Data Exports
• WYSIWYG (What you see is what you get) Report Distribution
• Agent Productivity/Statistics Reporting
Solution Made Easy's Workforce Management WEB access module is a favorite with agents because it allows them to manage their schedules online at any time. The module enables agents to submit time off requests and schedule swaps. The vacation planning feature allows agents to view vacation time requested, used, and remaining.
Decreased call center costs are achieved through accurate staffing and improved agent performance. Improved agent performance results in increased customer service and customer retention. Higher agent retention reduces costs of recruiting and training. The bottom line is cost savings to companies.
Pipkins offers WorkforceScheduling.com, a hosted, low cost, low-risk subscription-based solution for managing your contact center workforce that allows you to “pay as you grow." There is no hardware to install and maintain, no long-term commitment required, and little or no IT requirements. You also receive the same powerful features as our enterprise solution, customizable access to only the functionality you need, complete integration with your ACD, and scalability to meet your growing needs.
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