Developed by Calabrio•Updated 09/03/2020•Version 8.5
It's a simple formula. the right agent, in the right place, with the right skill, with the right media, at the right time equals a superior customer experience. Contact centers face many challenges on a daily basis from fluctuating call volumes, expanded media types, to high turnover. Being able to efficiently manage these basic requirements requires the right tools to build, manage, and ensure a smooth interaction between agents, supervisors and your customers, in the media of their choice.
Teleopti WFM helps businesses of all sizes lower costs and gain more customer insight while becoming more efficient in day-to-day operations. The Teleopti WFM solution provides strategic planning, forecasting, scheduling, real-time adherence, and employee engagement capabilities to promote business growth and provide a more balanced workload, all while ensuring your customer traffic is known and service levels are met.
Employee happiness is the heart beat of any successful company and with agent turnover proving to be the highest expense for contact centers, organizations need to ensure they are doing all they can to empower its employees. Teleopti WFM gives supervisors the tools they need to accurately produce agent’s shifts. Managers have the ability to view agent preferences, skill-sets and availability before making a schedule live. Agents have real-time access to their client portal to view adherence, report an absence, request time-off,and bid on schedules with colleagues.
As the speed of business accelerates, so does the dynamic nature of the contact center, emphasizing the need to be updated with up-to-the-minute changes in real time, especially when on the go.
The Teleopti Advanced package includes essential real-time tools that ensure management staying abreast of site, team and agent adherence. Agents stay informed of activity or schedule changes via Teleopti messages, calendars or SMS texts, or with the tools available right on their PC desktops, viewable continually throughout the workday. It also includes, MyTime portal, allowing agents to make requests, get their messages and check their performance – at work, home or on the run.