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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.
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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.
In the modern world, technology has redefined what a "typical" consumer journey looks like. Consumers now expect to engage with a business using a variety of channels, so it's imperative that businesses have cohesive omnichannel strategies designed to keep customers engaged and satisfied at every touchpoint throughout their journey. That said, any effective omnichannel...
How Analytics Improve Contact Center Operations and Enable Proactive Customer Engagement For a long time, the world of customer engagement relied on strategic guesswork. Lacking the technology to take advantage of behavioral data, customer service agents had to be content with reacting to customer concerns rather than proactively anticipating customer needs. Now, thanks to advancements in data...
The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges. Businesses everywhere have utilized these new features in various ways. For example, some have created an...
