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Call Center Workforce Tools

Workforce Tools to Maximize Productivity

To convert your contact center into a center of excellence, you need to optimize agent performance. Supervisors and contact managers need a comprehensive set of workforce management tools to calibrate operational efficiencies, including agent schedule, monthly workload, schedule adherence, etc.

Five9’s workforce management solutions help you strike the balance between cost and service delivery, through accurate, and real-time actionable intelligence. With user-friendly views and dashboards, the Five9 Workforce Management allows your managers to make adjustments to the schedules on the fly. Reports on agent performance enable identification of those agents that require additional coaching.

Our Workforce Management tool features include:

  • ForecastingUsing trends and future call volumes to forecast agent staff level requirements
  • SchedulingBased on the forecast headcount and call volume to optimize costs
  • AdherenceMonitor agent’s adherence to schedules in real time and make adjustments

Five9’s Workforce Management tool has shown to achieve 90% schedule adherence rates and reduce Average Handle Time (AHT) by 40%. To efficiently monitor agent performance, partner with Five9. Call us at 1-800-553-8159 or simply click on "Get Info" and we will have an expert contact you. 

Call Center Workforce Tools

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Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.

Reliability

Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognized by Gartner as a leader in Contact Centers.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Five9 Agent Demo

About Five9

Five9 is a leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Check out this video to learn more about how we can help you transform your business today.

smart dialer

Smart Dialer

The Five9 dialer predicts when agents will be available and optimizes automatically to have new customers on the phone ready for them. This reduces time wasted on dialing and waiting for no-answers.

on-screen caller info

On-Screen Caller Info

Screen pops show agents who they are talking to and give them the prospect history. Agents can greet a prospect by name and dive right into the call without wasting time on preliminaries.

intelligent routing

Intelligent Routing

The Five9 software routes calls to the right agent. Customers can be routed based on IVR selections, customer history, agent availability, and more. Routing can be changed at a click.

Call 1-800-553-8159 for More Information