Forecasting, Scheduling and Intra-day Management
Accurately forecast staffing needs, schedule the right number of employees with appropriate skills and monitor productivity and adherence to schedule of those employees in all customer interaction channels.
Prime Customer Satisfaction
Shorter time on hold for customers, since sufficient agents have been scheduled by WFM Forecasting and Scheduling even during peak periods, and real-time alarms notify supervisors if employees are not adhering to their schedules.
Self-service Tools and Modern Intuitive Graphical Interface agents will love
Employees are happier with a modern and intuitive graphical user interface created specifically for the call center. Agents can find their preferred work-life balance using self-service tools to remotely view and alter their schedules using a smartphone app, simple web interface, touch tone interface or Aspect Mila personal chat bot assistant.