Are you still using spreadsheet?

 

Lake's Workforce Management ​(WFM) solution is an advanced forecasting and scheduling platform that can help you reach your contact centre goals.​ Now you can compete by evolving past the spreadsheet. WFM will help your organization with the following capabilities:

 

Advanced forecasting algorithms - increase accuracy using sophisticated time-series forecasting methods, “what-if” modeling and automated analysis and tracking.

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Multi-skill and multi-site support -​ generate forecasts at the enterprise level while locally managing agent schedules and performance across multiple locations.

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Concurrent schedule optimization - ​achieve greater staffing efficiency over manual schedule assignment methods by generating agent schedules concurrently.

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Multi-criteria schedule assignment​ - combine your business rules with your agent preferences to create an efficient schedule that results in a win/win for the business and agent.​

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True cloud solution OPEX based platform - lower total cost of ownership with continuous delivery of new functionality without having to perform upgrades.

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Agent and Supervisor portal​ - empower both supervisors and agents with the tool to self-manage schedule exceptions, overtime and voluntary time-off (VTO​).​

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WFM provides the power and flexibility business needs to manage their contact centres. ​Specifically it provides:

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• Produce accurate forecasts based upon your centre’s history volume of interactions

• Generate efficient schedules using your work-rule parameters

• Proactively optimize intraday schedules and performance

• Empower agents to self-manage schedule availability