Workforce Management can help organisations with people-intensive operations like contact centres achieve an optimal balance between workload and staffing.
Between 65% and 75% of the average contact centre’s operational cost will be consumed by human resourcing, so it’s not surprising that more and more of them rely heavily on workforce management (WFM) applications. WFM solutions are invaluable where a contact centre deploys contract, temporary and short-shift workers.
Firstcom WFM partners
We work closely with several partners to deliver WFM solutions to our clients.
Calabrio’s Teleopti provides everything necessary to effectively manage your staff, forecast demand to improve your overall customer service operation. We also integrate Teleopti WFM with our cloud contact handling solutions and can support both separately or as a single-contract, single-contact solution
MaxContact WFM provides statistical analysis of your contact centre and business interactions to ensure you have the right staff with the right skills in place to meet your goals. It works with several interaction channels including inbound, back office, SMS, email and web chat.
Puzzel WFM is fast to deploy and simple to use. It is optimized for contact centres and is a constituent part of the Puzzel Customer Service Platform.