Schedule and structure your workday with WFM
WorkForce Management (WFM)
In a complex and busy contact center or call center, forecasting customer demand and scheduling the workforce with precision can be challenging. But not when you have workforce management (WFM) implemented.
Being able to forecast accurately and schedule accordingly is a must for any effectively run customer service center. If your goal is to have happy, motivated, and loyal agents and agents that love their job, then you need WFM. Remember, that with happy agents and employees come happy customers.
TM Group offers the industry’s leading Workforce Management solutions. Along with our expertise and cutting-edge technology, your contact or call center will be able to benefit from the market’s most efficient and happy customer service agents, that all delivers outstanding customer experiences, and act as your brand ambassadors.
What is WorkForce Management (WFM)?
WorkForce Management (WFM) is an application that lets you forecast, schedule, optimize, manage, and analyze you man-power at any given time. With AI-based WFM, you make sure you always have the right number af agents and sets of skills on-floor. WFM is also fantastic for work-life balance for your employees.
benefits of WFM
Forecasting with accuracy
Forecasting with accuracy
Insight and reporting
Insight and reporting
Motivation and agent experience
Motivation and agent experience
Flexible Deployment Options
Flexible Deployment Options
WorkForce Management videos
Empowerment & Engagement
The customers
- Engage your customers with the right agent at the right time.
- Empower your customers with an efficient, fast, accurate, and effortless experience.
A happy customer
The business
- Engage your business with the success of a smooth and top-performing contact or call center.
- Empower your business with agility and structure.
Focus on the KPIs
The agents
- Engage your agents with the most suitable interactions for his/her skillset.
- Empower your agents with respect and the tools to be a success.
Agent Experience is underrated
Real ROI results from real WFM-users
Real WorkForce Management customers out there have these real ROI results to show from the software. We can’t mention the names, but the results are still as real.
33% more interactions handled with the same number of resources.
15% improvement in front-line agent efficiency.
30% improvement to intraday schedule adherence.
109 number of seconds cut down fom average speed of answer.
4,2% increase in revenue generated by contact center.
500.000 US Dollars saved off by assigning schedules based on productivity.