WORKFORCE MANAGEMENT
Promote Operational Efficiency
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.
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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
Forecasting
Scheduling
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.
Adherence
Intraday
Portal
Mobile
CRM
Due to the pandemic in 2020, RoundPoint created a specific COVID-19 support page, receiving tens of thousands of interactions through Five9 Visual IVR, and set up between 48,000 and 55,000 forbearance plans in just one month.
View a DemoJackson Hewitt Tax Services, Inc. was having challenges accurately forecasting staffing needs and keeping their agents on schedule. Learn how Five9 Workforce Management helped evolve their workforce management capabilities and provide consistently exceptional experiences.
