Workforce Management (WFM) is the process of balancing work to be completed with the resources available to complete that work. First, the expected workload must be determined, and then resources must be allocated. The amount of work may vary from day to day, or from minute to minute. If the work volume cannot be anticipated, then overstaffing or understaffing results. Overstaffing is costly to the company, while understaffing provides inferior service, and results in customer dissatisfaction. Before determining the staffing level, a company must set objectives for the quality of service it wishes to provide. Below are some of the workforce management systems offered by Call Recording Center.
Maxima Advantage
Maxima Advantage provides complete support for multi-media and skill-based routing environments with patented SkillSense™ Scheduling technology. SkillSense is the culmination of skill-base routing and skill-set scheduling capabilities that have been designed into Maxima Advantage since its inception, and in use in the call center industry for years. learn More
Agent Access
The web access module for agents allows agents to view and modify their schedules over your corporate network, or the Internet, with a standard web browser. Secure individual agent access is provided by the use of a unique login ID and PIN number for each agent.
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Agent Time
AgentTime™ Scheduler is an affordable new call center scheduling software solution designed specifically for the small or medium sized call center. AgentTime includes our Call Center Designer and SimACD software and uses the optimum number of agents for each time period in the work week to create agent employee schedules from a database of agents, shift definitions, agent availabilities, and preferences that you maintain. learn more
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Workforce Management Solutions