Staffing can be one of the biggest challenges when managing a contact centre. Too many advisors can result in low agent utilisation and higher operating costs whereas having too few agents can lead to unhappy customers.
Enghouse Interactive Workforce Management encompasses all that you need to optimise staffing and customer service across your enterprise.
Our complete solution supports optimisation of your contact centre, back-office and even your branches and stores. Workforce Management provides everything necessary to effectively manage your staff, forecast demand, create schedules automatically, develop accurate and insightful reports and improve your overall customer service operation.