Workforce Management
Understanding the past to predict the future
Scheduling contact centre agents used to be a guessing game, but that’s a thing of the past. With contact centre Workforce Management (WFM) software and solutions, contact centres can schedule agents confidently, knowing that they are utilising their assets to their fullest potential.
Request a Demo Product BriefEmpower productivity and efficiency
Efficiency is king within a contact centre, from the cost of labor to agents’ actions. That’s where WFM comes in, providing insight into historical trends that help managers and agents improve productivity and efficiency.
Optimise
Optimise agent labor costs through detailed data on labor activities and costs.
Empower
Empower agents to take control of their own schedules and improve decisions that affect the business.
Streamline
Streamline scheduling with less wasted time and reduced scheduling confusion.
Let AI take the guesswork out of staffing
TCN’s Workforce Management solution leverages AI-driven forecasting to ensure optimal staffing levels and reduce labor costs. By analysing your historical data, the system predicts future contact volumes across various channels, enabling managers to accurately determine the number of agents and specific skills required for upcoming interactions. This capability helps foster better decision-making that positively impacts overall business performance.
Features fit for every contact centre
Unlimited forecasting
Create forecasts for every channel and situation to get the best understanding of your contact centre’s needs.
User-definable data selection
Take control of your data and customise it to your specific wants and requirements.
Adjustable efficiency measurements
As you learn more about your contact centre, make adjustments to how your data is measured to get the most accurate insights.
Self-reliant agents are efficient agents
Call centre managers can empower agents to participate in the management of the day-to-day operational activities of the contact centre by providing them with insights into the needs of the contact centre. With these insights, agents have the ability to self-manage and automate previously messy tasks like shift bidding, shift requests and shift swaps, decreasing or eliminating the need for management intervention.
Give your customers and agents the support they need
As you use contact centre WFM software, you will get real-time visibility into how the forecast compares to the outcome with graphical representations to help you gain insights for additional optimisations, capabilities and decisions that you can implement “on the fly.”
These real-time updates also ensure your centre has enough agents to handle call volumes, that your Service Level Agreements (SLA) are met and that your agents are adhering to the schedule.
What our product experts are saying
“In an industry where success requires a strategic response to economic shifts, TCN Workforce Management goes beyond simple prediction and prioritizes proactive preparation. By building WFM directly into the Operator platform, we’ve made adoption seamless—allowing organizations to leverage operational data to drive measurable efficiency gains in the first 30 days.”
Heather Jones
Workforce Management Subject Matter Expert | TCN
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