Workforce Management tools are a key component of Workforce Optimisation; they help you to ensure that the right agents with the right skills are available. They help to automate staff scheduling and optimise and standardise to your specific requirements, saving time and effort assigning the right people to the right tasks and allowing your agents to use their skills to the best effect.
Back office Workforce Management tools can help your organisation to improve, capture, share and act on information from across your business, helping to make faster decisions from a single source, with a lower total cost of ownership.
Performance Management is an integral part of managing a contact centre. It incorporates many areas including developing agents, monitoring their performance, training and rating them to help develop customer service skills.