workforce

Workforce Management Integration

ZOOM WorkFORCE is an integration platform that allows 3rd party solutions to seamlessly integrate quality and workforce management. Workforce management tools greatly improve the operational efficiency of your contact center by accurately forecasting expected workload and intelligently scheduling agents to effectively handle that workload.

ZOOM WorkForce offers integration with leading suppliers of workforce solutions. This integration solution enables the seamless exchange of data with the ZOOM QM Suite to:

  • monitor agent schedule adherence using ZOOM CallREC data
  • plan quality evaluations with ZOOM ScoreCARD using shift and schedule data
  • define and monitor adherence KPI's using ZOOM ScoreCARD

Meet ZOOM WorkFORCE

Contact centers require accurate staffing figures to maximize their service and minimize their costs. A contact center manager or supervisor needs effective forecasting and the ability to calculate staff requirements, create staff schedules and to track daily service and performance.

A contact center workforce solution integrated with ZOOM Quality Management using ZOOM WorkFORCE will help a contact center to:

  • Develop scheduling strategies based on skills, tasks, and shift preferences
  • Increase customer satisfaction by finding gaps in coverage before they happen and reallocate agent resources to areas of need based on skills and call volumes
  • Get immediate updates when agents fall out of adherence
  • Reduce the costs associated with under– and over–staffing by using historical data to plan and forecast future resource needs
  • Improve agent satisfaction with self–service features which allow them to set their schedules according to their own availability
  • Lower the rate of attrition and thereby lowering the costs of recruiting and training new employees

bubbles-white Contact ZOOM to learn more about the available integration options using ZOOM WorkFORCE