Your workforce management (WFM) system is a vital component of your contact center’s intraday workforce management function. But even the most sophisticated WFM system doesn’t solve your intraday problems- it simply makes it easier to see where they exist. Everyday, your administrators are still faced with countless decisions, staffing changes and administrative tasks that are not handled by your WFM system.
WorkFlex enables your organization to achieve customer service goals with greater ease and efficiency. WorkFlex eliminates the Intraday stress of ensuring agent resources are optimally aligned with customer demand by intelligently identifying solutions to address staffing gaps, proactively managing agent communication and by automatically adjusting schedules in the workforce management system so you don’t have to.