Humanise the workplace series - Part 2
Today’s contact centre is centred on profitability much as it is around customer service. But finding a solution that supports these goals as well as keeping your agents happy can be a major challenge for many Contact Centre Managers, Team Leaders and Resource Planners!
We understand that finding the right Workforce Management Solution which balances these 3 key areas is a must.
Improving employee engagement and ensuring your agents are content with their work-life balance can take the shape of many forms. One of them is with Teleopti’s Vacation Planner (part of the lifestyle module designed to help agents with their work-life balance). Vacation planner is designed to handle holiday requests as well as any ad-hoc requests for other types of absence you wish for employees to be able to request, such as TOIL (Time Off In Lieu).
The requests can either be manually handled or left to the system to handle, based on pre-set allowances or service level targets (freeing up valuable resources and saving time).
With vacation planner agents are able to:
Benefits of Teleopti WFM Vacation Planner
Reduction in administration – eliminate paper-based holiday/time off requests
Save time and money – free up valuable resources with automated request handling bringing a reduction in administration
Improve employee engagement – eliminate friction between resource planning groups and agents by allowing both parties to gain mutual benefits with the module
Interested in finding out more? Speak to our team today!
About Teleopti & Business Systems
As top global providers of Workforce Management, Business Systems (UK) Ltd and Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI.
Publish Date: November 29, 2018 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|3.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
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