Workforce Management (WFM)
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.
Multi-skill and multi-site support - generate forecasts at the enterprise level while locally managing agent schedules and performance across multiple locations.
Concurrent schedule optimization - achieve greater staffing efficiency over manual schedule assignment methods by generating agent schedules concurrently.
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.
True cloud solution OPEX based platform - lower total cost of ownership with continuous delivery of new functionality without having to perform upgrades.
Agent and Supervisor portal - empower both supervisors and agents with the tool to self-manage schedule exceptions, overtime and voluntary time-off (VTO).
WFM provides the power and flexibility business needs to manage their contact centres. Specifically it provides:
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
Find out more ....