Maximise your contact centre performance
Transform customer experiences into a competitive advantage
To maintain competitive advantage, contact centres need solutions that enable and engage agents to deliver outstanding customer experience.
One of the most time-consuming tasks is workforce management to accurately forecast service level goals and agent performance.
Accurate and fully optimised forecasting will not only enable you to deliver optimal and efficient customer experience, it will also support your frontline staff to do their jobs effectively.
Gain peace of mind from accurate forecasting
- Improve customer satisfaction and service levels by matching agent’s skills with your customers’ needs and
- Improve forecasting by effectively planning for cyclical requirements such as busy times of year or reductions in staff over less busy periods
- Plan for the unexpected by using historical data to help optimise the workforce as and when things change
- Improve productivity and morale of contact centre employees through clear goals and metrics, performance feedback, and greater schedule flexibility
- Increase the consistency and quality of customer service across all contact channels
Plan for success with Opus Workforce Management Solutions
At Opus we can advise contact centres of all sizes on the best Workforce Management solution to suit its requirements, to help you stay ahead of the game and effectively plan for success, ultimately giving you happier agents, happier customers and increased revenue.
We work with a number of industry leading suppliers including Calabrio to provide you with all the latest features you require including:
Increase staff motivation and transform productivity by transitioning from a manual scheduling process to a flexible, digitally optimised workplace tool.
Allow your agents to easily communicate their requests and absences via a mobile app from wherever they are, as well as staying up to date with any schedule changes.
Drive better agent engagement and increase customer service whilst balancing the contact centre needs by offering your agents dynamic scheduling and availability tools to give them greater flexibility.
For further flexibility and demand management allow your agents to take on overtime or take voluntary time off for unforeseen changes in staffing requirements, all while keeping the needs of the business in mind.
Engage and motivate agents by inspiring healthy competition that awards them with badges based on criteria such as quality scores and schedule adherence.
Customise evaluations to specific agent goals and correlate scores again benchmarking technology to help improve performance.
Why do clients choose to partner with Opus?
It’s proven. We are a safe pair of hands who put the customer at the heart of everything we deliver.
We are technology agnostic and only deliver a business outcome driven approach.
SERVICE LEVEL PROMISE
We provide fully comprehensive reports, dedicated contacts and financially backed SLAs.
We work with the following partners
We partner at the highest levels with a select number of service providers. This means our engineers are certified to the highest standards and we have the specialist knowledge required, to support customers during the design, delivery, and ongoing support of their technology services.
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Our fully integrated service offering
All encompassing private and cloud unified comms solutions.
Fully managed, cloud based omni-channel contact centre solutions.
Complete business mobile solutions inc. device management and call recording.
Market leading outsourced IT, Microsoft and cyber security solutions.
Connectivity solutions including internet, SD WAN, MPLS, voice & connectivity.
Document management systems and managed print services.
Frequently Asked Questions - Work Force Management
Workforce Management (WFM) strategically aligns employees and resources with defined business goals. WFM optimises and automates scheduling and performance management by considering factors like agent availability, forecasted call volume, and revenue targets.
Workforce Management (WFM) refers to the full range of activities carried out by a contact centre to ensure the appropriate staffing levels are maintained. These activities encompass: predicting contact volumes, and arranging staff schedules in accordance with these predicted volumes.
A workforce management system enhances comprehension of team dynamics, covering engagement, collaboration, and unity. This aids department heads in gaining insights into employee engagement, directing attention towards factors that ultimately further boost employee effectiveness.