- Exception planning
- Call center forecasting
- Call center scheduling
- Intra-day management
- Real-time adherence
- Performance analytics with goals, alerts and KPIs
- Creating shift profiles for weekends, holidays, high volume, etc.
With a WFM solution on top of the Evolve IP call center, customers can use real data to match calls to the appropriately-skilled agents. Key benefits:
- Plan and maintain KPIs during training and meetings with call center agents.
- Cut costs by scheduling the minimum necessary staff for certain call volumes.
- Improve KPIs using real-time and forecasted call volumes (wait times, hold time, handle time, etc.)
- Improve ACD metrics and corporate SLAs by managing agent states in real-time, scheduling adherence for tasks, breaks, projects, and availability.