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Workforce Management: Vacation Planner - Business Systems UK Ltd - ContactCenterWorld.com Blog

Workforce Management: Vacation Planner

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.

Vacation Planner

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:

  • receive instant feedback on requests, letting them know whether their time off has been approved, denied or waitlisted
  • view their remaining allowances for different absence types (e.g annual leave) in their agent portal
  • see what the probability is of getting an absence request approved (defined by pre-set allowances or current staffing situations)

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.

Source: https://www.businesssystemsuk.co.uk/blog/2018/11/29/workforce-management-vacation-planner/

Publish Date: November 29, 2018


2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
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