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WHAT WORKOFO CAN DO FOR CONTACT CENTRES
Forecast workloads taking into account promos, salary after/before weeks, weather, custom events.
Estimate required number of employee to maintain required service levels for each location. Reallocate or borrow/lend your employee hours based on this information.
Optimize customer service with right mix of employee skills. Example, in a store with multiple departments, employees may cover 1-2 departments + cash desk. Workofo chooses optimal mix of competences at each time moment.
Split shifts and optimize other activities together with flexible tasks within predefined time and competences requirements. Example, work 5 hours with customer service, and move to load shelves or work on management tasks next 3 hours.
Optimise across multiple departments or locations within given employee sharing and preferences constraints. This ensures automated service level balancing between different locations. Especially usefull for pools of 50-300 employees.
For shift managers: smarts tips for daily schedule changes. The system suggests automated best shifts when making daily changes.
For Operations Managers: Experiment with very flexible business rules engine to find out process improvements and new optimal ways to allocate you employee hours.
99% satisfied Business Process Rules.