InContact® Workforce Management Software (WFM) helps you manage workforce scheduling, forecast demand, report real-time adherence, and simulate, analyze, and optimize staffing in your call center. Use the simulation module to predict employee occupancy, service levels, abandon rates, and queue times. Use a break/lunch optimization wizard to improve your staffing efficiency. Offer your employees a web and a phone interface to review their schedule, report in sick or late, setup their availability and preferred schedule, request time off, and swap shifts with other agents.

InContact Workforce Management Software(WFM) benefits your organization by:

• Optimizing workforce scheduling, so that managers have the right number of people, in the right place, at the right time.  
• Minimizing labor costs through efficient schedules
• Decreasing time to schedule agents
• Monitoring real-time adherence of employee schedules
• Forecasting, then simulating schedules before the schedule is released
• Communicating agent schedules via the Internet, the phone, or both
• Increasing customer service as a result of increasing agent satisfaction through worker participation in the creation of schedules
• Connecting multi-site operations
• Create optimized schedules that meet service level goals while reducing costs
• Build optimized staffing plans that consider agent skills, preferences, and proficiencies
• Spend less time building and managing schedules and schedule change events
• Historical and real-time reporting of agent schedule adherence
• Forecast future demand using actual data and customized input, then simulate, analyze, make adjustments and repeat
• Add to employee satisfaction with online and telephone interfaces for shift swapping, schedule preference requests, time-off requests, and more
• Schedule and manage multiple and virtual contact center sites across time zones and different interaction media
• Improved employee satisfaction and consistent service levels translate into improved customer satisfaction, loyalty, and retention

Features

Seamless WFM Integration with inContact Hosted ACD

• Integrated data including call detail used for forecasting and real-time agent states used for adherence
• Integrated interfaces including myAgent which allows agents access to workforce scheduling information
• Integrated messaging including reminder messages delivered to agents regarding scheduled activities that help them adhere to the published workforce schedule

Manager Interface

• Create/Modify/Publish schedules
  • Work periods
• Lunches
• Breaks
• Meetings
• Training sessions
• Analyze the quality of schedules
• Monitor real-time adherence (RTA)
• View historical adherence
• Approve/Deny employee time-off requests
• Approve/Deny employee work preferences
• Approve/Deny employee shift trades
• Broadcast notifications
• Employee Web Interface
  (Sign-in on website)
• Enter work time availability and work time preferences
• View/Print published schedules
• Request approval for time off
• Request approval for shift trades
• Report in late / sick 
• Create/Modify notification preferences

Hosted IVR Interface (Call toll-free number, enter PIN)

• Listen to published schedules  or messages
• Report in late / sick
• Request time off

To learn more about how VoiceConX can help your business take advantage of the services we offer, please contact us today.