Workforce Management – Forecasting – Liberty Converse Feature Sheet
Get ahead of future call volumes to improve planning and staffing activities
Systems and processes to support every engagement
Customer engagement volumes are more volatile than ever. Increases in customer channels, external influences and customer expectations have changed the role of interaction volume management. The impact of changing interaction volumes has a profound effect on customer experience (CX).
Building a better view of interaction volumes and connecting that to staff and skills coverage is vital to maintaining customer experience and agent well-being. Liberty Converse Workforce Management provides a rich collection of workforce optimisation tools built around quality assurance, workforce management, adherence, agent support and evaluation, skills management and profiling tools.
Forecasting allows you to build predictions for intraday and future interaction volumes. Based on historical, or spot data, you can project future volumes and draw comparisons in real time against actual call volumes.
Read the full Liberty Converse Workforce Management Forecasting Feature Sheet.
Key features
- Forecast based on historical or point data
- Filter by skills, groups, media
- Custom reporting
- Custom dashboards
Other Liberty Converse feature sheets
Quality Management
Reporting
Shifts and Rotas
Softphones
Workforce Optimisation
Workforce Management – Screen Recording
Agent Evaluation
Business Systems Integrations
Business Systems Integrations – Microsoft Dynamics
Customer Satisfaction
CX Automations
CX Management Information Systems
Omnichannel Conversations
You might also like
Many people with limited digital experience are now reliant on digital for everything. They’ve gone from novices to veterans overnight. Here’s what features we’ve added to Converse and Connect to address the next normal.
Polish your customer experience and amplify agent performance with Liberty Converse. It’s everything you need for efficient, effective customer communications.
Cairn Housing transforms the tenant journey from the beginning to the end of every interaction. Read their transformation story.