Workforce Management

What is Workforce Management software?


Workforce Management software ensures that there is always a customer care representative available to help your customers, without the added expense of requiring more staff or struggling when a customer care agent is on leave or out sick. Avoid surprise service level shortfalls and react quickly to changes across one channel – or all channels. Workforce Management software provides management with an efficient tool to accurately forecast staffing requirements across all inbound, outbound, blended and back office resources.

To effectively delegate and allocate company resources , the Workforce Management software can take into account differing skill levels, scheduling constraints, regulatory labour restrictions, demand and service level objectives. Workforce Management also gives your agents a robust, online environment to control their own scheduling needs.

Many Workforce Management platforms are built with a multi-skill architecture to meet the demands of the most sophisticated global contact center solutions. As an PCI Compliant company, Asterisk Consulting has ensured that security is paramount and integrated within the workforce management system and houses operational systems to minimize the need to maintain staff details such as logins, group assignments and more in multiple data stores.