Developed by Teleopti and hosted by USAN, the recently released WFM version 8 includes more than 100 improvements over the previous release, making it a truly groundbreaking solution. Two of the most exciting features are gamification and mobility. You can also visit the WFM product page.
In the latest version of our WFM solution, Agents are more empowered than ever, with greater influence over their work-life balance – in real time, wherever, whenever – with new gamification features. To further improve motivation and performance, the latest version of our WFM solution empowers Contact Center Agents more than ever, with greater influence over their work-life balance – in real time, wherever, whenever – through the use of gamification features! Agents will engage in a fun, game-like competition that boosts motivation and rewards high, measurable performance – ultimately improving the customer experience and earning the company substantial ROI. Gamification is increasingly being adopted and successfully applied in business contexts as organizations realize the tremendous value it can bring to their business; i.e. the fun and competitive nature and its built-in positive reinforcement pushes agents to perform to the best of their ability. With our WFM solution you will automatically keep track of pre-set targets; adherence, number of answered calls and average handling time during the day. Next morning the agents will receive a notification of their goal achievement and be awarded with agent badges in gold, silver or bronze. Work has never been more fun!
Intraday management is all about staying in control of the day, and being ready to handle the unexpected. Our hosted Intraday module, powered by Teleopti, includes all the tools needed to proactively monitor and respond in real time, all from the same user friendly interface. Intraday has two major functionalities: Real Time Adherence and Early Warning. Together they offer the best way to stay ahead of what is happening, in real time.
1. Real Time Adherence. Real Time Adherence provides vital information when it is needed most, through real-time agent performance management. Configure status groups, thresholds and alarms, and gauge how agents are adhering to their schedules based on CTI status, in real time. Since Real Time Adherence is fully integrated into the intraday module, you can effortlessly adjust schedules with simple drag-and-drop actions – based on real time agent status – all from the same interface.
2. Early Warning. Follow up on actual contact volumes, handling times, logged-in agents, speed of answer and service levels, and compare with forecasted and scheduled values. The graphical interface makes it easy to spot intraday developing trends that may require re-forecasting or a last minute optimization. To learn more about the USAN/Teleopti WFM solution, download the product overview or contact us.
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