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Contact Centre Workforce Management Solutions

Retain, engage and empower your employees

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Maximise your contact centre performance

Workforce Management (WFM) is a crucial tool for maximising contact centre performance, helping you ensure sufficient numbers of staff are always present to meet demand and service your customers and that those staff have the right skills to do their job.

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.  

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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.  

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Gain peace of mind from accurate forecasting

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.

Key benefits:

  • 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:

Self Scheduling

Increase staff motivation and transform productivity by transitioning from a manual scheduling process to a flexible, digitally optimised workplace tool.

Maximise Mobility

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.

Coaching and Mentoring

Provide development opportunities and boost overall agent performance by giving them access to empowering mentoring and coaching opportunities that also allow for them to track performance and improvement.

Time Management

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.

Intraday Management

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.

Gamification

Engage and motivate agents by inspiring healthy competition that awards them with badges based on criteria such as quality scores and schedule adherence.

Performance Management and Evaluation

Customise evaluations to specific agent goals and correlate scores again benchmarking technology to help improve performance.

How can Opus help you?

As an independent contact centre solutions provider we can advise you on a range of call recording solutions and help you choose the right solution for your customers and your organisation.

Call us now on 0800 316 7566

Follow the links below for more information or call us on 0800 316 7566 for help and advice.