Accurate forecasting is one of the biggest contact centre challenges
Too many advisors can result in low agent occupancy and higher operating costs. Too few agents may lead to missed Service Level Targets, high attrition rates as well as frustrated customers.
Enghouse Interactive Workforce Management optimises and balances operational efficiency and customer experience. Our solutions can help you manage your workforce, forecast demand, create schedules automatically and develop accurate, insightful reports.
Ensure your customer service organisation has the right person, with the right skills, at the right place and time.
From your contact centre, back-office to branches and shops, empower and motivate your agents to meet, or exceed, customer expectations.