Call Center Workforce Management
Job #1 for Contact Center Managers
Call centers aren’t assembly lines operating under predictable conditions. The demand for agents is dynamic, often fluctuating with customer demand and call volume, making it challenging to maintain operational efficiency or create accurate forecasts and schedules. That's where Eleveo Workforce Management software comes in. Eleveo WFM helps 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, enhancing both customer satisfaction and agent performance.
Why Implement Workforce Management?
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:
Accurately Forecast Staffing Needs
Eleveo WFM accesses historical data, providing a fact-basis for predicting the number of agents needed for a given period. Intraday management capabilties enable managers to adapt schedules to different scenarios (e.g., seasonal demand, upcoming promotional campaigns) and contact volumes throughout the day.
Schedule for Multi-Skill Agents Across Channels
Eleveo’s WFM software enhances the scheduling process, 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 that considers agent availability and customer interaction volume.
Monitor Schedule Adherence
Eleveo WFM provides an interactive adherence history for agents across voice and chat channels, letting managers know whether 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, crucial for maintaining operational efficiency and fulfilling expected SLAs. An immediate notification displays when an agent is out of adherence so that the supervisor can take action.
Benefits of Eleveo Workforce Management Solution
Today's business environment challenges contact centers to do more with less. Schedule optimization, employee engagement, 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.
Delivering the Service Customers Expect
Delivering the Service Customers Expect
Metrics like Average Handling Time, First Call Resolution, Average Time in Queue - are key customer service KPIs for contact centers. Eleveo's WFM tools help in assigning agents effectively, ensuring enough agents with the right skill sets are on-hand to process the call, email and chat volume at any given moment and do it well.
Attracting and Retaining Productive, Satisfied Agents
Attracting and Retaining Productive, Satisfied Agents
How busy are agents throughout their shifts? Are they 100 percent occupied, going from one call to the next with no breaks in between or are they sitting idle waiting for the phone to ring? Occupancy is vital; is it too high or too low? Burnout or boredom — they influence employee satisfaction and retention.
Eleveo's workforce management solution helps manage agent workload, balancing call volumes with agent availability, thus increasing productivity and lowering attrition rates. This balance is crucial for maintaining employee engagement and professional services quality.
Freeing Managers to Focus on Value-Add Activities
Freeing Managers to Focus on Value-Add Activities
With Eleveo’s intuitive, drag-and-drop forecasting and scheduling interface, managers will be free to devote time previously spent creating schedules to value-add activities like agent coaching, enhancing center operations and customer support quality.
Eleveo WFM Quick-Hit Feature Summary
Forecasting
- Multichannel Forecasting
- Forecasting Adjustments
Scheduling
- Multi-Skill/Multi-Channel Scheduling
- AI-Powered Auto Scheduling
- Schedule Adherence (Standard and Real-Time)
- Drag & Drop Scheduling
- Copy/Clone/Paste Schedule Modification
- Remote and On-Site Agent Scheduling
- Agent Portal for Schedule View by Day, Week, Month
- iCalendar Sync for Smartphone Schedule Access
WFM Made Easy - Eleveo Best-Practice Consulting
With Eleveo, your small business or large enterprise gains access to easy-to-use, intuitive tools for core contact center workforce management activities, like Forecasting, Scheduling, and Schedule Adherence. Our WFM solutions are designed to align with your workforce planning strategies, reducing operational costs and ensuring you have the right people in the right places at the moment they’re needed.
The solution itself, though, is only half of the equation. Maximizing Eleveo 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 Eleveo’s workforce management solutions? Then, try a free demo with us.