WFM = Right People, Right Skills, Right Time
Our WFM solutions ensure your contact centre always has the right number of people with the right skills, doing the right tasks at the right time. So you can accurately forecast staffing requirements and manage your workforce for optimal performance and operational efficiency.
60 Days Free Licensing
Staying competitive means getting the best results at the lowest cost. Workforce Management effectively ensures you don’t understaff or overstaff – ensuring consistent customer service quality without wasting resources.
Predict the Unpredictable
Only with accurate forecasting of future customer demand can you determine how many colleagues with which skills you need available where, when and at what cost. By blending historical data, seasonality, behaviour trends and ‘what if’ scenarios, WFM creates accurate long-term forecasts for all your interaction channels and ensures SLAs are met.
EX = CX
Delivering great customer experience starts with motivating and retaining skilled employees. WFM enables employees to personalise their schedules, while also tracking performance and highlighting training requirements. These features support a healthy work-life balance, retain expertise and creates happier customers.
Ready, Set, Go
WFM connects easily with hundreds of CRM, payroll, HR and WFO solutions to automate tasks and deliver meaningful reporting and simplified scheduling. Flexible licencing and cloud options mean you can get up and running quickly.
4 step process for capacity and resource planning
Create a demand forecast using historical data and predictions of all interactions across all channels.
Use the demand forecast to determine your staffing requirements.
Match customer demand with your agents’ skills and availability. WFM supports preferences, shifts and working laws.
Optimise future forecasts by comparing forecast activity with real-time demand and adherence.
We support contact centres of all sizes to choose and deploy the right WFM system. Well implemented WFM will deliver significant benefits including:
Proven Return on Investment in less than 6 months
In some cases, 50%+ call deflection to help to drive down costs
Improved NPS as customers have access to better information and a quicker service
Better quality agents – Free up more capacity to train and mentor staff
Easy internal access to the knowledge management system
We Can Help with your WFM Planning and Implementation
It’s all about assigning the right people with the right skills to the right job at the right time to meet demand.
IPI works with industry-leading WFM vendors, including Teleopti and Verint, to ensure the best fit WFM solution for your business, either on premise or in the cloud.
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“We can design automated outbound campaigns to complement and extend beyond our existing inbound contact centre and outbound agent campaigns. This way, we provide customers the ability to expedite their agent-based interaction and we improve our customer satisfaction levels.”Julian Bond, CIO
“We are hugely proud of our call centre and the strides we have made as a team to improve our operations at Hillarys. We are committed to investing in our team to deliver changes that foster better working practices. IPI plays a key role in this, delivering both the underpinning technology and the expertise to drive this part of our digital transformation journey.”Helen Dodds, Head of Contact Centre