Do you find it difficult keeping on top of agent scheduling whilst making sure your contact centre is performorming at it’s best? Do you have training challenges and do you wish you could be much more on top of planning? Formation Tech’s expert team is able to help you meet customer demand, whilst ensuring that your operations are not only running smoothly, but that is it being optimised. Our workforce management solutions can help you streamline your business and make you even more successful.
Manually trying to manage contact centre shifts and staffing levels from historical data is difficult and cumbersome. If you deal with high staff attrition and turnover, you’ll know that it can be very expensive. You may struggle to meet customer demand by either over or under staffing your contact centre at key times. What’s more, many agents feel unloved or that they have little control over their shifts.
The good news is that there’s a solution. One of the best ways to help effectively manage your workforce is through automation and workforce management solutions. Bringing in automation helps streamline processes, save your contact centres money, and plan properly whilst empowering your staff.
The team at Formation Tech is here to support your business by scheduling your contact centre agents, managing SLA’s, ensuring you have enough resource on hand to meet demand, and helping you cut back on idle agents. Our workforce management platforms allow you to tightly manage your contact centre operation and optimize spend, revenue and precisely meet customer demand.
Get started with us today and begin to transform the way you manage your contact centre.
Workforce management is about so much more than simply overseeing your employees. It’s about ensuring customer and employee satisfaction, improving productivity, and streamlining your workflows.
At Formation Tech, we implement market-leading Workforce Management Solutions that offer businesses a wide range of benefits. The platform allows you to not only to automate your contact centre operations and staffing but also to reduce staff turnover through empowering agents and providing clear career plans and training plans.
On top of that, they help ensure your business can meet peak demand without over staffing, thereby controlling costs. The technology is available to automate manual processes, reduce costs and streamline your contact centre operations. And, when you implement it, you’re able to transform the workplace and improve the management of your contact centre.