“On-Demand” Scheduling Optimizes Contact Center Work-Load Balancing and Training
August 9, 2016, Cincinnati, OH: WorkFlex Solutions, the industry leader in Intelligent Intraday Automation® for contact centers, announced that it has been awarded a patent from the U.S. Patent and Trademark Office that empowers multi-skilled employees with the flexibility to change their work-type.
In March 2016, WorkFlex announced a patent award for Automated Intelligent Self-Scheduling (USPTO #9,280,754) that enables employees to preview and select pre-approved schedule-change opportunities with instant confirmation. The new patent award (USPTO#9,378,476) complements this previous patent to empower multi-skilled employees with the ability to change their work-type using a set of automatically identified selectable activities.
In April 2016,WorkFlex announced the introduction of product enhancements to its intelligent agent mobile app based on this new patent. In addition to the multi-channel workload optimization capabilities announced at that time, the new patent also describes capabilities that will enable contact center operators to transform agent training by empowering employees with the ability to self-schedule their training in a way that ensures compliance while minimizing operational impact at the same time.
“By taking in to account projected staffing variances, individual agent proficiency and training compliance requirements all at the same time, available training slots options can be dynamically adjusted in real-time to ensure the right agents get the right training at the right time,”said Larry Schwartz, CEO, WorkFlex Solutions. “This creates a win-win-win for agents, supervisors and the business.”
WorkFlex Solutions will be showcasing its Intelligent Intraday Automation® and intelligent work-type self-scheduling technology at the CRMXchange Workforce Management and Performance Optimization Virtual Conference–October 31-November 4.
The full release is available on PRWeb.