Improving agent engagement is a common objective amongst call center managers. It’s no secret that engaged agents tend to be more productive, have better customer service scores and help create a positive work environment. View White Paper
A Workforce Management solution can have a profound impact on all areas of customer service – from long-term planning and intraday management, to follow-up and performance management. Whether you are managing a contact center or the complete enterprise (including back-office, branches and stores), Metaphor Workforce is the solution.
Click here to sign up for our weekly 15-Minute Metaphor Workforce Demo. This is a quick overview of the product’s highlights, capabilities and differentiators. Once you have seen this you can sign up for a more in-depth demo that addresses your current contact center challenges.
How Metaphor Workforce delivers a better customer experience
Metaphor Workforce enables your business to achieve continuous improvement in customer service, employee satisfaction and operational excellence. Our WFM platform provides a solution for the vital processes involved in customer service including forecasting, scheduling, preference and request handling, communication, intraday management, reporting and performance management.
Better Forecasting & Scheduling
Easy-to-use wizards make forecasting simple. And powerful tools use business rules, agent preferences and more to build optimal schedules.
More Empowered Agents
Metaphor Workforce enables your agents to modify schedule preferences, communicate with the team, trade shifts, track performance and more.
Better Performance Management
Metaphor Workforce offers an extensive reporting package with pre-built standard reports, scorecards and dashboards. Or easily build your own with drag & drop tools.
Metaphor Workforce Product Modules
WFM Forecasting Module
Whether you want to know what staffing level is needed over the next few hours, days, weeks or even next year, the forecasting tool has the answer.
Scheduling a multi-site, multi-skill and multichannel contact center can be very complex, but with Metaphor Workforce, everything you need is at your fingertips.
WFM Agent Lifestyle Scheduling Module
Lifestyle lets agents make schedule requests, send messages and track performance – at work, home or on the run – to keep them happy and your center humming.
WFM Intraday Management Module
Metaphor Workforce’s Intraday module includes all the tools you’ll need to proactively monitor and respond in real time, all from the same user friendly interface.
WFM Reporting & Performance Management Module
Get access to standard reports for the most common contact center needs. But for more complex reporting needs, even non-technical users can create customized reports, pivot charts and tables with simple drag-and-drop functionality.
WFM offers both Bark and Bite for Allianz Animal Health
Workforce Management helped Allianz Animal Health lower attrition in their contact center by 15 percent. “The major force behind our improvements is forecasting. It’s very accurate. We use our resources more efficiently now: we have enough agents, the right skills when we need them, and we can avoid unnecessary overstaffing” said Guy Whittaker, Telephony Analyst at Animal Health.