Balancing customer demand against the number of agents available while attaining your Service Level Agreements (SLAs) and remaining in budget is no small feat.
- Accurate forecasting and planning workforce management solution
- Free-up time spent on planning resources to proactively manage contact centre
- 'Intra-day' and 'Optimisation' features enable changes in seconds
You will have peaks and troughs and may find that there are occasions when you are over or under staffed – costing your organisation money.
You may be experiencing high abandonment on calls or find it difficult to know how effective your agents are – whether you have the right resources in place to meet the demand. You may find it difficult to be flexible when changes occur.
QMax is a powerful workforce management (WFM) solution that allows you to calculate the number of staff required to respond to customer demand in advance.
Working with your current ACD-MIS, QMax utilises historical and on-the-day data to prepare WorkPlans based on call volumes – maximising shifts and rotas to ensure the optimum number of agents are scheduled to be available to reach your SLAs. QMax supports more than 40 different ACD-MIS, including Avaya CMS and Cisco IPPC Enterprise.
By accurately planning your staffing levels, you can reduce call wait times and abandoned call rates while increasing your capacity and resolution rate. The flexibility offered by QMax enables you to quickly make intra-day changes, enabling you to respond to changes as they happen, with confidence.
Learn more, download the QMax product sheet.[top]