WorkFlex Solutions, the industry leader in Intelligent Intraday Automation® for contact centers announced today the introduction of an enhancement to its patented intelligent employee self-scheduling technology that empowers multi-skilled contact center agents to change their work-type in addition to their work-hours.
WorkFlex technology has transformed schedule-change management in contact centers by empowering agents with the ability to preview and select pre-approved work-hour change opportunities in a way that ensures each change actually helps optimize staffing levels within a skill queue. This enhancement takes this “on-demand” transformation to the next level by empowering agents with the ability to preview and select pre-approved work-type change opportunities in a way that ensures each change actually helps optimize staffing capacity across multiple “front-line” and “back-office” skill queues.
“Although over 90% of all work-hour changes can be agent-initiated and automatically approved through the WorkFlex intelligent self-scheduling app, virtually 100% of work-type changes remain company initiated,” said Larry Schwartz CEO WorkFlex Solutions. “With this enhancement, a high percentage of all work-type changes can also be agent initiated. If a multi-skilled agent is interested in getting off the phones on Friday afternoon, they may be able to pre-view and instantly select non-phone activities such as email, and/or payment processing if the voice queue is projected to be overstaffed and a non-voice is projected to be understaffed at that time. The more work-type changes the agents make the less load-balancing work there is left for workforce administrators to address.”
“It’s time for the WFM paradigm to change as it’s not working as well as it should for contact centers,” said Donna Fluss, President of DMG Consulting. “Employees want the flexibility to set their schedules and select working hours, breaks, lunches, vacations, etc. Giving agents the ability to select their work type will improve employee engagement and help to reduce attrition and shrinkage.”
“Omni-channel staffing optimization and agent empowerment are two key focus areas within the contact center industry and this latest innovation from WorkFlex effectively delivers both at the same time,” added Rebecca Wise Girson, Principal Consultant at Wise Workforce Strategies. “WorkFlex is a great example of a company that is helping to make the vision of on-demand contact center scheduling a reality.”
WorkFlex Solutions will be showcasing its Intelligent Intraday Automation technology at the Annual Society of Workforce Planning Professionals (SWPP) conference April 4-6, 2016 in Nashville, TN.
About WorkFlex Solutions:
WorkFlex Solutions LLC is the industry leader in Intelligent Intraday Automation® solutions for contact centers. Our award-winning technology maximizes agent self-scheduling flexibility, optimizes intraday performance and reduces workforce administration overhead. Designed to easily integrate with existing Workforce Management (WFM) and Automated Call Distribution (ACD) systems, WorkFlex enables clients to leverage their existing enterprise software investments, and quickly generate a positive ROI. WorkFlex deployments span multiple industry sectors including financial services, communications, healthcare, automotive, cable/sat and government. For more information visit www.workflexsolutions.com.
About DMG Consulting LLC
DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs. For more information, visit www.dmgconsult.com.
About Wise Workforce Strategies
Wise Workforce Strategies is an independent consulting and advisory firm specializing in contact center workforce management and workforce optimization. We work with contact center organizations looking to improve results, streamline processes and optimize their use of workforce technology. We also provide services to help contact center vendors effectively communicate the value of their solutions and how they address the real-world challenges faced by their customers. For more information, visit www.wiseworkforcestrategies.com.