WFM scheduling
Master the balance between operational costs and service excellence. Optimize up to 70% of your contact center budget through automated, data-driven agent scheduling and precision forecasting.
Among all costs of maintaining a contact center, staff costs are about 70%. Growing the load on the contact center can lead to an increase in the number of workplaces and simultaneously working operators, which means an increase in the cost of its maintenance.
The manager faces the task of balancing between two indicators:staff number and service level that is provided by contact center. On the one hand, an excess of staff leads to increased costs for the contact center and not always effective use of working time. On the other hand the lack of staff leads to lower service level and overtimes.
WFM system is the automated system of management and analysis in contact center. WFM makes forecast for number of calls and other parameters of contact center, based on the historical data of contact center. Using this forecast WFM specifies the best schedule for staff, keeping the service level and reductions staff costs.
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