Workforce Management was born in the Contact Centre and has evolved into a mission-critical solution for organisations that want to stay on the leading edge of customer service, employee satisfaction and profitability. What started out by predicting incoming call volumes on single queues and creating rudimentary shift plans has evolved into a multi-dimensional puzzle for managing many contact channels, media and skills, virtual contact centres and agents, and being the hub for the Workforce Optimisation approach.

Continuous improvement and strong customer focus are leading principles at Teleopti, and our solutions are developed together with some of the leading contact centres in the world to handle the complexities of forecasting, scheduling and optimisation, agent involvement and administration, intraday management, reporting and performance management in modern contact centres.

Leading the way in contact centre solutions in terms of user-friendliness, Lifestyle Scheduling, flexibility and support for open standards is Teleopti CCC version 7, developed from the ground up in our headquarters in Stockholm, Sweden. With more than 100 improvements over the previous version it is truly a groundbreaking solution. Find out more about the WFM process in general and how our solutions and services can improve your organisation using the menu on the left hand side.

Workforce Management has a profound impact in all areas of customer service, from long-term planning through intraday management, to follow-up and performance management. Whether you are managing a contact centre, or the complete enterprise including backoffice, branches and stores, with the right tools and processes you can:

•Be prepared for the demands of the business long before the customer calls or walks through the door, by creating reliable and accurate forecasts and budgets
•Increase operational efficiency by creating optimal schedules that make the most out of your resources and incorporate all types of activities in your service operations
•Reduce administration and manual handling of schedules, holiday bookings, shift trades and changes with automatic and self-service tools
•Improve readiness and output through better schedule adherence and proactive intraday management
•Improve performance at both the individual and organizational level through better reporting and performance management
•Reduce staff turnover by giving your employees the ability to fit their work around their life, with preferences, availability and automatic request handling tools
•Empower the employees by increasing the planning transparency and information distribution through efficient communication tools