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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

#wfm #workforcemanagement

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