Intelligent Intraday Automation™

Intelligent Empowerment for Agents, Supervisors and Workforce Managers


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Who Benefits from the Power of WorkFlex?

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Agents

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Recent Posts

How to “Cheat” with Metrics in the Contact Center

Catchy title? If you are looking for a step-by-step guide to cheating with your metrics, this isn’t that. This is a real-life example of metrics-cheating based on a few customers I have worked with—all mixed up to protect the innocent and the guilty. As a promoter of technology for the contact center, I am often […]

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“Scheduling Flexibility,” the Survey Says

The latest edition of the Society of Workforce Planning Professionals (SWPP) newsletter includes the results of a Workforce Management Survey that reveals some interesting data: Only 50% of companies survey their agents to see what shifts they would prefer 30% of companies assign schedules quarterly (every 3 months) or semi-annually (every 6 months) 40% of companies […]

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How To Increase Agent Satisfaction by Embracing Schedule Trade Technology

Are you looking for an instant way to increase agent satisfaction without negatively impacting intraday coverage? Then look no further than your WFM system’s schedule trade capabilities. Chances are you’ll find the key to making the lives of your agents (and your administrators) a whole lot easier. The first contact center I managed had a […]

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