AUTO-OPTIMIZED WORKFORCE ADMINISTRATION

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AUTO-OPTIMIZED WORKFORCE ADMINISTRATION
“Workforce Planners, Contact Center Architects, and
CIOs should investigate the opportunity to embrace a
more automated and sophisticated approach to real
time staffing and performance management within their
contact centers due to the operational efficiencies and
associated financial, compliance and customer
satisfaction benefits it can bring.”
Gartner Cool Vendor Report: April 2011
www.workflexsolutions.com
Auto-Optimization Products
• WorkFlex Manager
– Automated Intraday Staffing
• WorkFlex Alert
– Real-Time Intraday Analysis and Solutioning
• WorkFlex Scheduler
– Optimized Overtime Scheduling
www.workflexsolutions.com
WorkFlex
Manager
Easy to Use
• Optimized Intraday Staffing
– Reduce dependence on forecast accuracy
• Employee Preference Web-Portal
• Reduce
Overhead
– Availability Preferences
– Automate manual intraday tasks
– Contact Preferences (Voice, SMS, e-mail)
•• Assured
Compliance
Administrator
Portal
– Regulatory, Contractual
– Configure versus Program
• Employee
– AutomatedFriendly
Reporting
– More Scheduling Flexibility
– Extra Earning Opportunities
– Supports Part-time and Work-at-Home
www.workflexsolutions.com
www.workflexsolutions.com
WorkFlex Alert
Real-Time Performance Analysis
-
Integrated with Current WFM Dashboard
Real-Time Solutioning
-
Schedule Adherence
Performance Management
Training Curriculum Tuning
Real-Time Alerting & Reporting
-
Agents, Supervisors, Administrators
Email, SMS, Screen Pop, Voice, Social Media
www.workflexsolutions.com
www.workflexsolutions.com
WorkFlex Scheduler
Auto-Optimized Overtime Scheduling
-
Meet planned demand spikes with Existing Staff
Agent Friendly Approach
-
Web-Portal for identifying Extra Hour Preferences
Timely confirmation of Schedules
Extra Wage Earning Opportunity
Lowers Attrition
Automated Workflow
-
Automated analysis and schedule updates
Agent Flexibility without Administrative Overhead
www.workflexsolutions.com
www.workflexsolutions.com
Easy to Use
• Employee Empowerment Web-Portal
– Access Anywhere/Anytime
– Minimal Training Required
– Simple UI for Availability & Contact Preferences
• Administrator Portal
– Configure versus Program
– Automated Alerting & Reporting
www.workflexsolutions.com
www.workflexsolutions.com
Augment Versus Replace
Existing WFM System
•
•
•
•
•
Extend System Footprint
Leverage Current Investment
Easy to Integrate
Minimize disruption, training
Works with Commercial and
Proprietary WFM Platforms
www.workflexsolutions.com
www.workflexsolutions.com
SaaS Solution
•
•
•
•
Patented Technology
No Hardware required
Pay-as-you-go pricing
Fast-Payback
www.workflexsolutions.com
Additional Resources
WorkFlex Business Case Modeling Tool
-
Project Financial Benefits
Configurable to Client-Specific Operations
White Papers
-
What’s Missing from Workforce Management
How Much Money are BPO’s leaving on the Table
Health Care Reform and Workforce Management
Transforming Workforce Administration through
Intraday Staffing Automation
Product Demonstrations
-
Schedule online at www.workflexsolutions.com
www.workflexsolutions.com
Industry
Partnerships
www.workflexsolutions.com
www.workflexsolutions.com
Workforce Forecasting is Like Weather
Forecasting
The further out you forecast the harder it is to get it right ..
Additional
Resources
WorkFlex Door
Prize
Just Like WorkFlexWorkFlex
can help you
Business Case Modeling Tool
adjust to rapidly changing
staffing
- Project
Financial Benefits
- Configurable
needs, this Solar Powered
/Crank to Client-Specific Operations
operated American
Red Cross
White
Papers
Weather Radio with USB
Cell Phone
- What’s
Missing from Workforce Management
How to
Much Money are BPO’s leaving on the Table
Charger can help you-adjust
- Health
Care Reform and Workforce Management
rapidly changing weather
conditions
-
Transforming Workforce Administration through
Intraday Staffing Automation
Thank you for Attending !!
www.workflexsolutions.com
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