Increase profitability and customer satisfaction by optimizing your contact center workforce.
Metaphor Workforce is a hosted Workforce Management solution that provides all you need to optimize staffing and customer service across your enterprise.
WFM provides tools to manage your staff, forecast demand, create schedules automatically, develop reports and improve your overall customer service operation.
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.
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.
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.
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
Orchestrate the customer journey across every channel, simply and automatically.
Automate interactions for efficient and personalized customer self-service.
Designing, architecting, migrating and integrating contact center applications on AWS.
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...
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...
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...