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Contact Center Workforce Management

Impact 360 Workforce Management helps simplify forecasting and scheduling, while providing performance management and eLearning capabilities.

In today’s contact centers, multiple sites, expanded media options, staff proficiencies and preferences, and customer expectations have made the task of forecasting and scheduling more complex than ever.

Impact 360 Workforce Management helps simplify forecasting and scheduling, while providing performance management and eLearning capabilities. With Impact 360 Workforce Management, you can:

      Reduce costs by staffing appropriately to meet your workload.
      Improve service by scheduling the right agents with the right skills at the right time.
      Improve employee effectiveness and retention with eLearning and agent self-service capabilities.

Part of the Impact 360 Workforce Optimization solution, Impact 360 Workforce Management provides a broad range of functionality:

Forecasting – Accurate forecasting is the critical first step in managing your workforce. Impact 360 Workforce Management integrates with your ACD and outbound dialer and uploads historical data directly from their database.

Scheduling – Impact 360 Workforce Management incorporates the unique skills and proficiency levels of each employee. It helps you produce optimal schedules down to the quarter hour by balancing the defined shift rules, work patterns, breaks, off-phone times, employee skills and preferences, and targeted service-level goals.

Planning, Adherence, and Management – Impact 360 Workforce Management provides views of inbound, outbound, and blended contact centers for a complete picture of adherence. Unique adherence views allow you to simultaneously compare your agents’ actual phone, non-phone, and desktop activities against their schedules, review a breakdown of adherence per activity, and manage exceptions, helping minimize shrinkage in your center.

Agent Self-Service – Impact 360 Workforce Management helps your staff manage and contribute to setting their own schedules without impacting service levels. It not only automates shift bidding, but also introduces a higher degree of fairness in awarding shifts. The automated rules engine factors in seniority, rank, and unique “tie-breaking” bonus points, and assigns shifts accordingly.

KPI Scorecards – Impact 360 Workforce Management contains role-appropriate scorecards that display actual employee performance metrics. These scorecards include an extensive set of predefined key performance indicators (KPIs), along with the ability to create your own. Managers can drill directly from the KPIs on the scorecard to specific recordings or adherence screens and automatically trigger eLearning assignments based on scorecard results for targeted training.

eLEARNING – eLearning can be automatically assigned and delivered directly to your employees’ desktops based on scorecard results and quality monitoring evaluations. Supervisors can manually assign training sessions from a library of courseware, and employees can assign lessons to themselves to brush up on specific skills. eLearning courses can be scheduled to minimize the impact on service levels, and managers can track completion and subsequent job performance to assess training effectiveness.