ice Contact Center with Workforce Management
Integrating ice Contact Center with a Workforce Management tool streamlines agent scheduling and resource allocation, optimizing agent productivity, and ensuring efficient handling of customer interactions.
BENEFITS
Integrating Workforce Management with ice Contact Center
Reduce customer wait times
Supervisors can utilize Workforce Management (WFM) forecasting capabilities to identify seasonality and other trends to achieve optimal agent coverage. Sufficient staffing ensures that customers don’t face long wait times, ultimately improving the customer experience.
Save money
Meet service levels and key performance indicators (KPIs) while ensuring you don’t go over budget on staffing during non-peak times of the year. WFM solutions create agent schedules that combine forecast results and desired service levels to ensure you have the optimal level of staff.
Generate agents’ schedules instantly
Creating a schedule that considers agents’ skills, availability, and queues can be a tedious process for supervisors. Fortunately, with WFM, agent schedules can be automatically created based on forecast results and agent availability, allowing supervisors to focus on day-to-day contact center operations.
Avoid agent burnout
Employees are happiest when they are not overworked. An exception request lets agents set aside time, either retroactively or proactively, to work on other tasks while away from the queue without affecting the agent’s adherence rating. As a result, agents are happier and able to provide better client experiences.
capabilities
ice Contact Center with Workforce Management
Automated scheduling
Contact center supervisors can instantly create agent schedules that combine forecast results and desired service levels. These schedules can determine optimal staffing needs to meet business demands, including breaks, lunches, meetings, and training sessions. Scheduling the right number of agents at the right time prepares contact centers for spikes or dips in interactions and ensures that service levels are met.
Modern and accurate forecasting
Forecasting identifies times of the day or year when there is an increase or decrease in customer interactions. By analyzing historical data retrieved from ice, a WFM solution can predict future interaction volumes and determine optimal staffing levels to generate immediate savings from overstaffing.
Real-time schedule adherence
Measure whether agents are following their assigned schedules in real time, including breaks, lunches, and meetings. Tracking real-time adherence maintains service levels throughout the day by identifying and enabling issues to be fixed immediately. View historical reports, daily KPIs, pop-up alerts, and a configurable dashboard.
Conformance
Conformance compares the amount of time agents are scheduled to work on the service queue with the amount of time they spend on the service queue. Measuring conformance provides supervisors with the data to ensure agents are working their total assigned time.
Flexible Agent Schedules
Provide agents the autonomy to adjust their schedules to fit their workload better and avoid burnout. A WFM integration allows agents to request time off, trade schedules with other agents, and submit exception requests.
Frequently Asked Questions
Everything you need to know about Workforce Management (WFM)
Workforce Management (WFM) refers to the process of forecasting, scheduling, and monitoring agent performance to ensure the right number of agents are available at the right times. When integrated with ice Contact Center, WFM tools optimize agent productivity, reduce customer wait times, and help manage operational costs effectively.
The WFM tool uses forecasting capabilities to identify patterns in customer interaction volumes, such as seasonality or peak times. This enables supervisors to schedule sufficient agents to handle interactions efficiently, reducing customer wait times and improving the overall customer experience.
Schedule adherence tracks how closely agents follow their assigned schedules, including tasks like breaks and meetings, in real time.
Monitoring schedule adherence helps supervisors identify and address deviations, ensuring consistent service levels and efficient operations throughout the day.
CUSTOMER SUCCESS
What our customers say about us
The customer service and technical assistance at ComputerTalk have been exceptional.
Christine Morrow
Contact Center Manager at Sunshine Coast Credit Union
ice Contact Center for Microsoft Teams completely ties into email and everything Microsoft 365 offers. All the hooks for our entire ecosystem are there. Where before it was 3 or 4 systems you had to work around in, now it’s all connected.
Randy Robbins, Director of Information Technology
Bob Barker Company
We brought in ice knowing we could connect with our CRM. Building something that truly integrated the CRM and contact center sounded nice in theory, but it is even better in practice.
Crystal Goodwill
Administrative Assistant for Aftermarket Services at Magnetek
Microsoft Teams integration
ice Contact Center with Microsoft Teams
No more time wasted switching from one software platform to another. ComputerTalk’s ice solution, a Microsoft Teams Native contact center, seamlessly integrates with existing applications and bridges the gap from legacy infrastructure to Teams.
Get all the contact handling controls and contextual interaction information you need within the Microsoft Teams interface.
Predict and prepare for demand to meet users’ expectations by optimizing your workforce.
Learn more about ice Contact Center and how it can enhance your organization.