Workforce
Management
At Belltech, we help you optimize agent management for excellent service. This tool allows you to manage agent shifts in Contact Centers, generating increased operational efficiency.
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What is Workforce
Management?
Workforce Management (WFM) is a technological solution specifically designed to optimize agent management in a contact center. Its objective is to ensure that the right agents are available at the precise moments to meet customer needs, thereby enhancing resource optimization and the end-user's experience.
Características principales
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Efficient planning and scheduling
- Creates precise schedules based on the forecasted interaction demand, taking into account agents’ skills, time zones, and the applicable labor regulations.
- Flexibility to adjust scheduling in real time in the event of unexpected situations such as increased call volumes, absences, or new campaigns.
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Interaction demand forecasting
Digital workforce management uses historical data and artificial intelligence algorithms to predict call volumes, chats, emails, or other communication channels at different times.
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Monitoring and analysis of agent performance
- Tools to measure key metrics such as schedule adherence, average handling time, first contact resolution, and occupancy levels.
- Real-time dashboards allow supervisors to act quickly when there are deviations in service levels.
- Tools to measure key metrics such as schedule adherence, average handling time, first contact resolution, and occupancy levels.
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Change management and self-service for agents
Portals that allow agents to view their schedules, swap shifts with colleagues, or request changes autonomously, thereby reducing the administrative burden on supervisors.
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Multichannel integration with other platforms
Compatible with telephony systems, CRM, and analytics solutions, consolidating contact center management and performance monitoring in one place.
Efficient planning and scheduling
- Creates precise schedules based on the forecasted interaction demand, taking into account agents’ skills, time zones, and the applicable labor regulations.
- Flexibility to adjust scheduling in real time in the event of unexpected situations such as increased call volumes, absences, or new campaigns.
Interaction demand forecasting
Digital workforce management uses historical data and artificial intelligence algorithms to predict call volumes, chats, emails, or other communication channels at different times.
Monitoring and analysis of agent performance
- Tools to measure key metrics such as schedule adherence, average handling time, first contact resolution, and occupancy levels.
- Real-time dashboards allow supervisors to act quickly when there are deviations in service levels.
Change management and self-service for agents
Portals that allow agents to view their schedules, swap shifts with colleagues, or request changes autonomously, thereby reducing the administrative burden on supervisors.
Multichannel integration with other platforms
Compatible with telephony systems, CRM, and analytics solutions, consolidating contact center management and performance monitoring in one place.
Beneficios
Improvement of the customer experience
The WFM system guarantees the availability of skilled agents at key times, reducing wait times and increasing customer satisfaction.
It reinforces service quality, ensuring fast and effective responses across all communication channels.
Greater operational efficiency
Optimizes agent allocation, ensuring that staff are neither underutilized nor overloaded.
It reduces operational costs by avoiding unnecessary overtime and precisely managing resources.
Increase in agent productivity
It provides agents with greater visibility and control over their schedules, which fosters engagement and motivation.
The correct task assignment enables agents to focus on interactions where they truly add value.
Compliance with Service Level Agreements (SLA)
It helps contact centers meet the response times established in the service level agreements, avoiding penalties and strengthening relationships with customers.
Data-driven decision making
It offers real-time information and historical analyses to anticipate demand spikes, adjust schedules, and make more informed strategic decisions.
Better work experience for agents
It facilitates fair and flexible scheduling of shifts, improving the balance between work and personal life.
It reduces stress associated with workload overload or poorly organized schedules.
