Workforce Management (WFM)
Optimize employee efficiency proactively
Our workforce management (WFM) solutions help you optimize and automate scheduling and performance management based on agent availability, agent skills, call volume, and business revenue targets. It ensures that the right number of agents with the right skill sets are staffed at the right time in the right places.
Request a DemoOptimize productivity and reduce risks with WFM
Optimize your staffing needs for consistent customer support.
Forecasting & scheduling
Efficient scheduling and accurate forecasting by leveraging historical data to create future schedules.
Real-time management
Managers can allocate staff where and when needed based on the spikes in unexpected customer demand.
Reporting & analytics
Gain insights into company metrics and employee performance, allowing you to make data-driven decisions.
Why ClearTouch’s Workforce Management (WFM)?
Unlike other providers, our WFM can be easily configured and operationalized within hours. It is designed to optimize the efficiency and productivity of your workforce – real-time monitoring, automated scheduling, and performance analytics.
You can oversee your team’s performance, identify bottlenecks, and make immediate adjustments. Besides, you can reduce downtime and improve customer service by always having the right number of staff on hand.
Our WFM not only enhances productivity but also boosts employee satisfaction by providing clear expectations and support.
Our Credibility
We have implemented our solutions to more than 1500 businesses worldwide across verticals. Listen to this—we haven’t had a customer churn in our last seven years of operations in India.
We have industry-specific expertise and can help you with good practices across domains like BFSI, BPOs, Collections, Healthcare, Retail, Automotive, Manufacturing, eCommerce, and Fintech.
With unparalleled features and integrated infrastructure, you don’t have to look beyond ClearTouch’s workforce management.
Explore all of our contact center software features
Our Workforce Management Advantage
Check out all the benefits for your business.
Spend less time scheduling
Our WFM optimizes schedules by factoring in staffing and call volume forecasts, agent availability, skills availability, and business needs. It helps save a tremendous amount of time as opposed to traditional methods.
Managers can access the dashboard to understand scheduled breaks, lunches, and tasks to plan for any gaps in coverage. It helps improve employee satisfaction by not overworking them.
Schedule adherence
Our WFM provides managers with a dashboard where they can monitor agents’ activities. This allows them to see who is adhering to the schedule and who is not. It also sends alerts to managers and supervisors if an agent deviates from their schedule. It looks into the historical call data volume and forecasted needs, reducing the likelihood of understaffing or overstaffing while providing managers the option of making real-time adjustments to schedules based on the actual demand.
Identify training needs
Our WFM helps businesses identify areas where employees struggle or have challenges. This will allow you to determine the training needs of your staff.
It helps you monitor all the employee KPIs like response time, average handling time, first contact resolutions, disposition time, etc. This will help identify the gaps in agent efficiency, allowing the necessary training to be offered and increasing the productivity and confidence of the team.
Agent experience
Workforce management is not just about customers – it is also about the agent experience. With our WFM, you can easily manage agent schedules through custom dashboards and automatic time tracking. It makes agents feel more fulfilled in their work without getting into the sphere of overworking them. It helps highlight agent successes and encourages them to take ownership and responsibility for their work.
Regulatory compliance
Our automatic scheduling ensures compliance with labor laws – working hours, break times, and shift patterns. It also helps limit overtime and prevent agent burnout. It also complies with data protection regulations such as HIPAA, GDPR, and PCI-DSS.
Besides, it helps make real-time adjustments to schedules and staffing levels to ensure compliance with working hour regulations and to address immediate compliance issues.
We managed to roll out our platform for 500 agents within 2 days for a leading bank
We managed outbound and inbound campaigns for a leading bank within two weeks – making it easier with our Interactive Voice Response and Automated Voice Broadcasting.
Frequently Asked Questions
What is contact center workforce management?
Workforce management (WFM) is the process of managing people and resources to address the unique needs of the customer experience landscape. It ensures that you have the right number of agents with the right skill sets at the right time in the right place.
Most contact centers face the challenges of handling adaptive staffing levels, hybrid work environments, omnichannel customer engagement, and increased attrition among staff – all of these can be addressed by contact center workforce management.
Why is workforce management important in a contact center environment?
The workforce is the most important asset in a contact center environment. Wouldn’t managing them be a prerequisite for the success of the contact center?
Workforce management helps streamline agent scheduling, time tracking, and future planning – all while optimizing productivity and reducing risks across the board. It helps decrease costs and improve customer satisfaction and employee experience.
What are the key components of contact center workforce management?
Our WFM is designed to help businesses make the most of their resources, keeping costs low without compromising customer satisfaction or employee experience. Key components include:
Forecasting and scheduling
Our WFM solution allows businesses to leverage historical data to predict their needs and create workplace plans. We use intelligence to understand potential spikes in demand caused by the launch of a new product. As our WFM solutions can be easily integrated with scheduling and calendar tools, it is easy to distribute schedules to employees.
Real-time monitoring and tracking
Our WFM solution can track the number of hours an employee works, their productivity, and absence in the workplace.
We make it easier to keep agents engaged and focused by monitoring and measuring performance metrics.
Intraday management
Despite all the planning, most often, things don’t go as planned. Our WFM solution has intraday management capabilities that allow you to track essential metrics and adapt to changes in the workplace.
For instance, if someone calls in sick, our WFM kicks in and suggests suitable ways to fill the gap.
Reporting and analytics
Our reports help you make informed decisions about scheduling team members, determine the training and support needs of agents, and how to route calls to the agents with the necessary skills to handle customer queries.
How does a workforce management solution help in optimizing contact center operations?
Contact centers today are distributed across large geographic areas and comprise remote and local agents. This creates huge scheduling challenges.
What if all of your remote agents take a lunch break at the same time as the agents in the contact center? How do you keep track of the vacation time of all your agents?
Our WFM solution addresses all of these challenges. It optimizes operations by automating scheduling across time zones and ensuring that staffing levels are consistent with hold times that are as short as possible. This helps you maximize your agent productivity while meeting the SLAs of customers.
What metrics are commonly used to measure the performance of contact center workforce management?
The most common metrics that you measure include service levels, first call resolutions (FCR), average handling time (AHT), occupancy rate, customer satisfaction (CSAT) scores, shrinkage, schedule adherence, and forecast accuracy.
With these metrics, you can optimize your contact center easily.
How does workforce management contribute to improving customer satisfaction and experience?
The customer is in the middle of everything you do. You can improve their experience and provide the utmost satisfaction with workforce management (WFM) solutions from ClearTouch.
It reduces wait time, enhances service quality, boosts agent morale and productivity, ensures compliance, provides transparency and control, enables proactive management, and improves overall efficiency.