Workforce Management - MaxContact

Workforce Management

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Take an in-depth look into our solutions and the benefits they can provide your business

The Next Level In Call Centre
Functionality

Scheduling staff shifts and patterns of work is one of the most difficult jobs in a business, with holidays, rotas, workload, skill sets, contracted hours, SLA’s and KPI’s being just some of the many variables.

MaxContact WFM looks at all the different interactions with your contact centre and your business and using statistical analysis makes sure you have the right staff with the right skills in place to meet your goals. It does this whilst at the same time keeping your staff levels and therefore costs to a minimum.

Scheduling your workforce can be completed for the following Interaction channels:

Inbound – Back Office Administration – SMS –  Email – Web Chat

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    If you would like to find out a little bit more about what we do and the impact we have had across numerous industries, why not downlaod our sector related brochures.

      Delivering the tools

      that make a difference.

      Increase Forecast Accuracy

      MaxContact WFM can use your historical statistics over the last 12 months to provide you with an increased Forecast Accuracy, which is based on your business rather than a similar business or guesswork and assumptions. This provides a highly accurate, efficient and cost effective workforce schedule.

      Help Reduce Your Staff Costs

      By making sure you have the right number of staff with the right skills to meet your day-to-day operational demands you can reduce your workforce costs by up to 30% whilst still meeting your desired SLA’s.

      Automation To Increase Productivity

      Labour intensive tasks such as shift creation are automated with forecasts and schedules generated in minutes rather than hours like other WFM solutions on the market. Forecasts can be communicated to the whole workforce at a click of a button via email & SMS or calendar integration.

      …and the features just keep on coming

      • Scheduling of Shifts in Minutes
      • Agent Web Portal with Calendar Integration
      • Build “What IF” scenarios – What is the best possible performance I can get with my current resources? – What resources would I need to deliver X level of performance
      • Real-time adherence, identify deviations from forecast before they become problems
      • Adhere to labour laws and employment contract obligations.
      • Empower staff to view shifts online, manage their own shifts, holidays and even breaks within predefined rules.
      • Real Time and Historical Reporting on Call Traffic, Agent Performance, Cost Analysis, Real Time Adherence and much more.

      Integrating with your business

      MaxContact WFM integrates with all your partners including but not limited to:

      Case Study

      Utilita were using an on-premises dialler solution for several years. This initially worked well for them, however over time they faced numerous challenges with their existing solution. Find out how Max Contact helped them overcome their problems.

      utilita-white

      Resources

      View our selection of White Papers & Downloads

      United Kingdom

      PHONE 0330 159 6570

      ADDRESS City View House, 5 Union Street,
      Manchester, M12 4JD

      EMAIL info@maxcontact.com

      Australia

      PHONE 0753294785

      ADDRESS P.O. Box 627, Mooloolaba, Queensland 4557

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