wfm integration
ice Contact Center with Workforce Management
Integrating ice Contact Center with a Workforce Management (WFM) tool streamlines agent scheduling and resource allocation, optimizing agent productivity, and ensuring efficient handling of customer interactions.
Benefits
Integrate Workforce Management with ice Contact Center
Elevate your contact center operations by gaining insight into real-time customer data, enabling faster, more efficient service delivery and enhancing the overall customer experience.
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.
Save on staffing costs
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
Eliminate the manual effort of building schedules. WFM automatically generates agent schedules based on availability, skill sets, and forecasted needs, allowing supervisors to focus on day-to-day contact center operations.
Avoid agent burnout
Reduce agent fatigue by allowing them to request time away from the queue, either retroactively or proactively, without impacting adherence scores. As a result, agents can take breaks and are able to provide better client experiences.
Features
Together, WFM and ice Contact Center enhance and streamline customer experiences.
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 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.
Other integrations
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Leverage a Workforce Management integration to streamline operations and strengthen customer relationships.
Learn more about how ice Contact Center can help elevate your customer experience.
