Contact centers aren’t assembly lines operating under predictable conditions.
Demand for agents is dynamic and subject to outside factors, making it difficult to create accurate forecasts and schedules. That's where Eleveo Workforce Management (WFM) tools come in.
Eleveo WFM helps you ensure the right number of agents with the right skills are in the right seats at the right time - even if your agents work remotely.
An effective call center workforce management solution supports your business by ensuring a consistent, superior customer experience while keeping your agents happy, productive and meeting your service level agreements (SLAs).
Eleveo Workforce Management tools empower contact centers by enabling leadership to:
Eleveo WFM accesses historical data collected by your contact center platform, providing a fact-basis for predicting the number of agents needed for a given period and enabling managers to visualize the impact of different scenarios (e.g., seasonal demand, upcoming promotional campaigns) on the demand for agent resources.
Eleveo WFM makes scheduling more precise and accurate by making it easy to schedule different queues (voice, chat or email) within the same schedule. We also make it easy to schedule agents with multiple skills to several different queues at the same time. Our algorithms calculate their contributions to each queue facilitating the creation of an optimized schedule.
Eleveo WFM provides an interactive adherence history for agents across voice and chat channels, letting managers know whether or to what extent an agent has strayed from their schedule.
Real-Time Adherence (RTA) allows supervisors to see in real time whether their agents are following their schedule. An immediate notification displays when an agent is out of adherence so that the supervisor can take action. This helps keep the contact center remain cost-effective and fulfill its expected SLAs.
Today's business environment challenges contact centers to do more with less. Schedule optimization, engaged agents, streamlined agent workflows, and standardized reporting have never been more important. You need innovative technology tools to get the most from your limited resources.
Eleveo Workforce Management aligns a contact center's people and processes to achieve key customer, agent and management objectives.
Forecasting
Scheduling
With Elevēo your contact center will secure access to easy-to-use, intuitive tools for core WFM activities, like Forecasting, Scheduling and Schedule Adherence. The solution itself, though, is only half of the equation.
Maximizing Elevēo WFM’s value to your organization also requires careful planning, well-executed processes and a firm set of procedures. That’s the mission of our WFM Best Practices Consulting Team. We’re advisors and partners dedicated to helping you align your entire organization – not just our solution – with your WFM objectives.
You don't need a dedicated IT or data-science staff to deploy, use, manage and scale Eleveo WFM tools.
When you effectively manage your workforce, you can maximize your most valuable resource: your employees. Are you ready to optimize your call center with Elevéo’s workforce management solutions? Then, try a free demo with us.
Prague, Czech Republic
info@eleveo.com
+420 222 554 112
Franklin, Tennessee
+1 (615) 224-3414
Košice, Slovakia
+421 948 892 189