Workforce Management FAQs

Are you considering Workforce Management? Do you have a number of questions that need to be answered first? With a wealth of experience under our belt, we address the most frequently asked questions when it comes to Workforce Management technology.

Our team of consultants are here to help. If you need advice on Workforce Management, whether it be exploring Workforce Management for the first time or upgrading your existing system, get in touch. Our Workforce Management solutions are deployed across some of the largest Contact Centres in the UK, with customers are using our tools to ensure efficiently plan, forecast and schedule the workforce required on a day-to-day or hour-to-hour basis.

Do I need Workforce Management?

Depending on the size of the contact centre, setting up schedules can be far too complex to be handled in a simple spreadsheet, and this is where Workforce Management, with advanced planning and forecasting features, comes in.

How long will it take for me to get a return on my investment?

This can depend on a number of different variables such as how many agents you have / if you used to use excel/ how flexible your staff can work/ if you are currently under or overstaffed.

Can I use historical data to help build my forecasts with a Workforce Management system?

Yes. With many Workforce Management solutions, you can use the data from your telephony switch and/or upload data in a set format from a file.

Can I build and compare “what if scenarios” so I can make an informed decision when planning ahead? 

Yes this can definitely be done with a workforce management tool where you can easily build scenarios and compare.

Do some Workforce Management tools make use of a mobile app for users? 

Yes, and this includes push notification for significant schedule changes encouraging flexibility and empowerment for both agents and contact centre supervisors.

Can it work with my different customer contact channel types such as chat and email as well as phone? Will the tool evolve with my business as we bring more channel types on-board in the future?

Yes, some Workforce Management solutions will not only accurately forecast and schedule your call volumes but will also do the same for other customer contact types such as email and chat.

By entering the below details for example the tool can accurately predict staffing requirements for email and chat customer contact types:

• Parallel tasks (For chat agents the number of chats completed at the same time)
• Handled within (For email agents - Target for email completion)

Can the tool work with multi-skilled agents?

Yes, the tool can schedule agents across different skills and channels within the same day based on where your demand requires it. In addition, proficiency can be built in which reflects the ability of an agent at a given time period.

For example, a new agent will be less proficient on a particular skill than an agent with long tenure.

Would my agents be able to view schedules in advance?

Yes with Workforce Management solutions you can create forecasts years in advance but publish for let’s say a month only, meaning creating and publishing dates for forecasts can be different.

Do Workforce Management tools have any real-time functionality so I can manage adherence to my plans?

Yes, some Workforce Management systems have a dedicated real-time module. This means you can tailor alarms to proactively spot issues before they become more significant

Do Workforce Management tools have reporting functionality?

Yes, many Workforce Management solutions have a dedicated reporting module. This means you will be able to run reports from site/department/team and agent levels.

Can tools handle holiday and overtime requests?

Yes, Workforce Management tools mean agents can book holidays or overtime requests by the mobile app or desktop. As an alternative, requests can also be fully/part automated or manually approved.

Can I re-optimise on the day?

Yes and you can isolate certain activity – i.e.: choose not to optimise (move) any coaching sessions as you don’t want them altered for that specific day.

Can I use previous days or call profiles to build my forecast for events that impact my business?

Yes you can build in not only the volume but the profile of when you are likely to reach these volumes – I.e.: a spike in the morning or drops in the evening.

Do Workforce Management tools handle shift trading?

Yes based on rules set up this can be automated or the decision for approval sent to the planner.

Source: https://www.businesssystemsuk.co.uk/blog/2018/08/13/workforce-management-faqs/

2023 Buyers Guide

Get Listed

Dialer Solutions

 

1.)

Premium Listing 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.

2.)

Acqueon Technologies Inc. Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.)

Avyukta Intellicall Consulting Pvt. Ltd. Dialer CRM VoIP CTI Cloud Solutions We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as : Dynamic custom agent crm popup avatar module 10+ Custom Reports Cloud Telephony with/out "Host your Trunks" option and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.)

Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here:

5.)

ComSys S.A. CList for Outbound Campaigns Management CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t... (read more)CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

6.)

Consilium Software Consilium UniCampaign™ Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des... (read more)Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is designed to automate all elements of outbound campaign execution, including business workflows, prioritization of contact channels, and handling responses from contacted leads via multiple channels. UniCampaign™ provides a turbo boost for Cisco contact centers outbound dialing with the most powerful set of multi-level filters and threshold-based campaigns, real-time one-touch control over stopping and resuming dialing, and across-the-board actions which can be applied to all campaigns or selectively. The Consilium Callback Manager module, known as UniCBM™, is an intuitive callback management solution integrated within UniCampaign™ for contact centers to end long hold times for customers during peak call hours. Our customers wanted to create data-driven outbound contact rules, based on client profile and propensity modeling, data on digital interaction preferences, and insights from external data sources such as CRMs and social media. UniCampaign™ has native integration with CRMs like Salesforce and Microsoft Dynamics to drive seamless import and export of calling data and dialing in a FIFO (first-in, first-out) or LIFO (last-in, first-out) fashion. If your CRM already has integration to online channels such as your website, Instagram, or Facebook, your online leads can get qualified by preconfigured business rules and called, emailed, and / or texted without any human intervention. UniCampaign™ is trusted by 100’s of clients across key verticals, ranging from top Fortune 500 and global organizations to industry-leading startups, helping them provide an entire canvass to communicate with customers, whether it is for sales through web or social media campaigns, deepening loyalty, improving cross-sell purchases, or debt collections resulting in proactive customer experience (CX) across all outbound digital channels. New features at a glance • Right Party Connect Optimization (RPCO) to make result-oriented calls that meet business objectives • Option to monitor real-time progress of each campaign using UniCampaign™ Dashboard • Multi-campaign disposition where agents can disposition call outcomes independently for each campaign • Enables Right Party Connect (RPC) by displaying all campaigns mapped to a specific contact • Multiple emails and SMS campaign templates for sending appropriate emails and broadcast SMS • Callback Manager (UniCBM™) to reduce the impact of customer abandon rates and calls waiting in queue, resulting in higher customer satisfaction

7.)

contactSPACE contactSPACE Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time. Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor. Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.)	CTCOMM Genesys PureConnect Genesys PureEngage Tegsoft

9.)

Cloud IT Services GmbH Dialfire Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.)

Megacall Megadialer With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another. All rates include: Instant Call Reports On-Demand Recording Call Supervisor Call Layout after Completion Your Own Caller ID Call Monitor Automatic Re-Calls Automatic sending of Mails Incoming Call Management Real-time Activity Panels Call Lists for Agents Different Levels of Administration

11.)

Noetica SmartBound™ Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.)

Nuxiba Technologies CenterWare Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call. Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs. Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.)

PhoneBurner PhoneBurner Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups. - Call 60-80 contacts per hour, per agent - Instantly leave voicemails - Send 1-touch emails - Automate workflows and call logging - Record and transfer calls - Access reporting and analytics - Intelligently distribute leads - Dial from local Caller IDs - Get free white-glove onboarding Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.)

PrimoDialler Predictive Dialler A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers. We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.)

Teckinfo Solutions Pvt. Ltd. InterDialog UCCS The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t... (read more)The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and the idle time of agents. They are configured to allow the Dialer to decide which group to call, which agent to divert a connected call to, etc. These decisions are based on various factors such as the approximate duration of a call, the number of agents available, the number of connections, etc.

16.)	Tru29 Outsource Solutions Inc. Custom Outsourced Solutions Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.)

voiptime Voiptime Contact Center Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by... (read more)Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by running different inbound and outbound tasks on the same agent group; - Track all important KPI and monitor your remote teams work in real-time mode; - Reduce your operational costs and scale up your cloud contact center when required.

 

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