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ZOOM Workforce Management

Powered by Teleopti

ZOOM is proud to offer customers a world leading Workforce Management solution that will reduce operational expense. The integration between ZOOM Quality Management and Workforce Management unites into a comprehensive Workforce Optimization Suite.

 

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 Employee statisfaction - Profitability - Customer satisfaction

Just make it right

Every contact center needs the right number of people with the right skills at the right place at the right time to keep the business profitable and satisfy both customers and employee.

Forecasting, Agent Scheduling, and Performance Management are the key functions that ensure optimal utilization of the staff and service level. 

Learn how to forecast

Any good staffing plan is based on an accurate and reliable workload forecast. Your efforts to calculate staff numbers and create your schedule plans will be a wasted effort, if you don´t know what workload to expect.

Find out why it is extremely important to work with forecasting as a natural part of the workforce management process. Learn more about the process of forecasting in a call center environment.

 

 

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ZOOM WFM Key Features

ZOOM WFM powered by Teleopti is an enterprise level Workforce Management solution that represents all the tools required to optimise the staffing and customer service across your organization. This complete solution supports optimisation of contact centre, back-office and even branches and stores.

 

People

People

Manage individual employment types, skills, contracts, work rules and policies and keep track of how they evolve over time. The intuitive user interface makes it very easy to modify the configuration as your business requires.

Forecasting

Forecasting

Multi-skill, multi-site and multimedia forecasting tools for the long and short term, including trend and seasonal analysis functionality. The addition of easy-to-use wizards makes forecasting simple and user friendly.

Scheduling

Scheduling

Powerful tools for scheduling optimisation that bring together business needs, agent preferences and scheduling rules to produce the best schedules possible for your organisation.

Agent Communication

Agent Communication

Agent portal for schedule distribution, which includes industry-leading agent empowerment tools for work-time preferences and agent self-assessment KPIs. Many of these features are industry-firsts and only available in this solution.

Intraday Management

Intraday Management

Up-to-date intraday reporting and drag-and-drop, real-time schedule editing, in a single user interface. Real Time Adherence arms supervisors with vital information at their fingertips just when they need it the most. It closely monitors agent adherence to schedules in real time, and employs alarms when non-compliance occurs.

Reporting

Reporting

Extensive reporting package, including schedule adherence with drill-down capabilities, graphs and exportation to Excel. Advanced reporting capabilities include rapid access to Key Performance Indicators (KPIs) and agent scorecards for various KPIs, such as absenteeism, adherence, productivity and others.

 

  

 

Overview / Call Recording / Screen Recording / Quality ManagementSpeech Analytics / Workforce Management / Live Monitoring