Save valuable time, thanks to Workforce Management

Ditch spreadsheets and use our intuitive tools to save hours of admin. Optimise your staffing, scheduling and overall operational efficiency.

Lift the burden off your team with Workforce Management

Save time and effort with our easy-to-use, scalable and dependable tools:

Actively deliver cost savings while boosting employee and customer satisfaction

Drive staffing, scheduling and overall operational efficiency

Ensure compliance through data-driven decision-making

Transform your contact centre into a high-performance hub

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Forecast and demand planning

Optimise staffing levels to meet customer demand while avoiding overstaffing by accurately predicting call volumes and workloads.

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Smarter scheduling

Efficiently schedule your team based on their skills, interactions, and work-life balance preferences.

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Real-time monitoring

Track team adherence, monitor call queues, and adjust real-time staffing to maintain service levels.

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Workforce optimisation

Integrate Workforce Management with other contact centre technologies like Quality Management and Speech Analytics to improve agent performance.

Blackburn with Darwen Borough Council

Customers just want an answer. They don’t want to be read a script. We route their calls directly to the department and provide a comfort message. This makes sense because our team are professionals, not just call centre agents. However, you still need discipline on how well a call is handled – how soon it is answered, and the nature of the call – and the [Liberty Converse] system allows us to manage this.”

Ross McQueen

Customer Services Manager, Blackburn with Darwen Borough Council

Any questions on WFM?

If you want to discuss Workforce Management and your specific needs further, get in touch with one of our specialists, who will be happy to help.

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