NewVoiceMedia adds Workforce Management

NewVoiceMedia has launched its first integrated Workforce Management (WFM) solution – ContactWorld Perform.

Through a single platform delivering a complete cloud contact centre with WFM, managers can achieve the balancing act of meeting the demands of customers against inevitable resource constraints.

When businesses can accurately forecast their peaks and troughs, they can plan staffing requirements more effectively. Trends in contact traffic levels can help managers react to unexpected fluctuations and ensure they have the right mix of staffing skills to meet demand and achieve their SLAs. Holiday scheduling can be more efficiently handled and managers can analyse how well they’ve matched resources to demand and the impact on service levels and KPI achievement.

With the application’s real-time adherence, managers can also check their agents’ progress in relation to what is scheduled, and are aware of when they are on breaks.

“We have fundamentally re-thought WFM to write, build and deliver a solution that doesn’t have the pain points associated with other WFM solutions, and we’ve worked tirelessly to maintain ContactWorld’s single, pre-integrated platform because it delivers real, tangible benefits for all those involved,” said Jonathan Gale, CEO of NewVoiceMedia.

For further information about ContactWorld Perform download the free Data Sheet.