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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.

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What It Does

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

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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.

Features

  • Easily create thousands of work shifts including any activity and review compliance to your policies before scheduling
  • Extensive integration capabilities to 3rd party products with single sign-on and a web-service SDK
  • Manage agents across multiple time zones and sites
  • Long-term and intraday forecasting with seasonality and trend calculations
  • Multi-skill, multichannel and multi-site scheduling – down to one minute intervals
  • Agent self-service with automation of time-off requests and shift trades
  • Agent self-assessment reports, including adherence
  • Real Time Adherence with fully customizable alarms
  • Engage and reward best performing agents through gamification
  • Follow agent performance where ever you are on any device. Lack of schedule adherence is clearly indicated via alarms

Benefits

  • Be prepared for the demands of the business long before the customer calls or walks through the door, by creating reliable and accurate forecasts and budgets
  • Improve operational efficiency by developing optimal staffing schedules that make the most out of your resources and incorporate all types of activities into your customer service operations
  • Reduce administration and manual handling of schedules, holiday bookings, shift trades and changes, with automatic and self-service tools
  • Improve speed of answer and service levels through better schedule adherence and proactive intraday management
  • Enhance performance at both the individual and organizational level through better reporting and performance management
  • Reduce staff turnover by giving your employees the ability to fit their work around their life – with preferences, availability and automatic request handling tools
  • Empower employees by increasing workforce planning transparency and information distribution, through efficient communication tools

For more information about Metaphor Workforce, contact us now.

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case study

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.

View Case Study

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