Liberty Converse

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.

Download Workforce Management Forecasting sheet

Key features

  • Forecast based on historical or point data
  • Filter by skills, groups, media
  • Custom reporting
  • Custom dashboards

Other Liberty Converse feature sheets

Business Systems Integrations: Microsoft Dynamics feature sheet

Business Systems Integrations – Microsoft Dynamics

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