Workforce Management

Workforce Management (WFM) the Easy Way

Scheduling agents in a contact center can be a full-time balancing act, especially when shift schedules must account for multiple interaction types, agent skill sets, both full and part-time agent availability, and the typical peaks and valleys in interaction volumes. VITEC workforce management software applications optimize effectiveness and achieve service goals in multi-channel contact centers from 25 to thousands of agents.

Premise or Hosted … You Choose What Works Best for You

Automating contact center operations has never come with so many options. With our workforce management software, you can chose between a premise-based solution or a hosted/managed service where we do it all.

Pre-Integrated Suite or Stand Alone

VITEC offers a fully-integrated all-in-one workforce management functionality for the green field contact center environment or a stand-alone option integrated into your existing ACD.

Forecasting, Scheduling, and Real-Time Adherence

Forecasting

Leverage historical ACD/Dialer data to make forecasting a seamless process
Anticipate interaction volumes for phone, e-mail, web chat
Assign optimal headcount to manage forecasts and assist HR in agent planning

Scheduling

Generate agent schedules to for skills, vacations, intra day changes, labor/union laws
Simplify scheduling process for administration, and identify shortages and overages
Improve employee satisfaction with scheduling flexibility and
Use “what-if” scenarios to asses the impact of future variabilities

Real-Time Adherence

Monitor agents’ adherence to schedule at all times
Provide proactive control and feedback
Ease service level monitoring via an on-demand recording feature (optionally available)

Workforce Management Key Benefits

VITEC’s WFM options make it easier to schedule a contact center’s agents to lower total cost of ownership (TCO).

Improve agent effectiveness and satisfaction
Generate more accurate forecasts via historical ACD data
Enhance scheduling and adherence by
Weighing agents’ time-off requests and schedule changes against forecast
Proactively monitor agent activity, adherence and operations in real-time
Fully integrate to CIC to centralize administration