Five9® Workforce Management (WFM)
Balance Efficiency and Service with WFM
Contact centers are highly dynamic environments where customers are reaching out across multiple channels and agents are working to provide exceptional service experiences. It’s a delicate balancing act that constantly changes. Sometimes contact volumes exceed agent capacity, while other times you have more agents than needed. Smooth out these operational speed bumps and make your contact center a finely tuned customer experience machine with workforce management solutions.
Benefits of Workforce Management in Call Centers
Forecast Demand and Accurately Schedule Your Contact Center Resources
Five9 Workforce Management (WFM) helps you strike the perfect balance between customer satisfaction and contact center efficiency. Accurately align agent resources with contact volumes throughout the day with a powerful set of workforce management tools. Keep customers happy and agents engaged by ensuring the right number of agents with the right skills are always available.
Deliver Exceptional Customer Experiences and Keep Agents Engaged
Schedule agents automatically based on preferences or let them bid on schedules. Either way your staffing plans are optimized to achieve your service goals and minimize labor costs.
Track agent schedule adherence over time or in real time to help them stay focused on working together as a team to take care of customers.
Ensure your staffing plans keep aligned with what’s happening as events unfold. If adjustments are needed you can make hundreds of changes it’s easy to make changes and keep agents informed with only a few clicks.
Empower agents to take control of their workday with easy self-service tools to see their schedules and adherence, request changes, and receive schedule notifications.
Extend agent self-service features to mobile devices so they can keep in touch no matter where they are.
Embed WFM within your CRM user interface and extend WFM functionality to CRM digital channels.
Accurate contact volume forecasts form a solid foundation for optimal staffing. Create multiskill, multichannel forecasts easily and quickly.
Five9 Workforce Management gave us the ability to do shift bidding and build robust forecasting and staffing models to ensure we had the right number of people at the right time for our patients to call in.
Multiskill/ multichannel forecasting
- Multiple forecasting algorithms
- Multiskill/ Multichannel forecasting
- Inbound, outbound, and blended environments
- What-if analysis
- Automated preference scheduling
- Schedule bidding
- Flexible start/stop times
- Lunch, break, meeting, and coaching optimization
Multiple change notification channels
- Interval-by-interval comparison to plan
- Automatic reforecasting
- Flex schedules and notify agents with only a few clicks
- Six different change notification channels
- Android and iOS support
- Anywhere access to self-service functionality
- Absentee and late arrival check-in
- Alerts and notifications
Pre-built CRM Integrations
- View schedules and adherence
- Bid on shifts
- Request schedule changes, vacation, and voluntary overtime
- Notifications and alerts
- Historical agent adherence
- Real-time adherence monitoring
- Out of adherence alerts
- Agent and supervisor views