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Metaphor Workforce

Workforce Management (WFM) for Contact Centers.
Increase profitability and customer satisfaction by optimizing your contact center workforce.

What It Is

Metaphor Workforce is a hosted Workforce Management solution that provides all you need to optimize staffing and customer service across your enterprise.

What It Does

WFM provides tools to manage your staff, forecast demand, create schedules automatically, develop reports and improve your overall customer service operation.

How It Helps You

Make a profound impact on all areas of customer service – from long-term planning and intraday management, to follow-up and performance management – with WFM.

Metaphor Workforce Explainer

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.

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.

 

 

Metaphor Solutions

Metaphor Solutions is a complete, hosted contact center platform.
Metaphor Solutions is secure, has flexible deployment options, and can scale up and down as needed.

Increase profitability and customer satisfaction with hosted contact center applications

Deliver a seamless customer experience across all channels.

Optimize your omnichannel mix with automated voice solutions.

Increase profitability and customer satisfaction by optimizing your contact center workforce.

Reduce risk and limit PCI scope by moving payment transactions outside of the data center.

Recent Publications

USAN Provides Cutting Edge Outbound Dialing Solution to a Leading Automotive Manufacturer

Atlanta - June 22, 2022 USAN, a leading provider of cloud customer engagement solutions, announced the successful deployment for a top US automobile manufacturer of Contact Suite and Amazon Connect from Amazon Web Services (AWS) which includes support for Amazon Connect outbound campaigns. The rollout is significant because of the breadth of functionality delivered and...

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4 Contact Center Strategies to Combat Agent Attrition

Contact center turnover rates have historically been high. Couple that with the spike in attrition rates across the country (and the world), and the problem becomes even more serious.   What is causing the increasing agent churn? First is the U.S. job market, with rising job numbers and a decreased unemployment rate. These factors create more opportunities for agents...

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3 Technologies That Are Increasing Agent Engagement Post Call

Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...

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