Today’s contact centers are challenged with increased customer expectations, and high volume call traffic. Administrators need to smartly manage agent performances, in order to derive optimal performance from the teams. Contact centers need the ability to leverage their agents, and adjust their schedules to drive business outcomes. Five9 workforce management services can help drive high agent performance.
Five9 workforce management services are aimed at optimizing agent utilization, and productivity, to drive business success. It offers intuitive features like identification of call volume and its trends, and prediction of future call volume. Supervisors can create agent schedules, monitor, and adjust schedule adherence, with ease.
With Workforce Management, contact center managers can seamlessly manage agent requests for time off, preferred work schedules, and make adjustments using the drag-and-drop scheduling tools, and broadcasts.
Contact center supervisors can alter, model, and align staffing with call-arrival patterns, and properly assign agents with specific skills to the right roles. By bringing workforce management services to the cloud, Five9 helps contact centers to reduce labor costs, and operating expenses, while simplifying the administration tasks.
When Five9 Workforce Management is combined with optional Five9 Quality Management features, organizations can ensure the right agents are placed in the right positions. Contact centers can achieve schedule adherence rates of more than 90 percent, and lower average handle time (AHT) by 40 percent.
Reduce agent attrition, and get highly motivated agent performances, with Five9.
To see Five9 in action, call us today at 1-800-553-8159.