Set Up Your Contact/Call Center Staff for Success
Contact/call center workforce management (WFM) is a tool to assist the contact/call center management team with agent scheduling. Call volume varies day by day and hour by hour. If you can accurately predict how many agents are needed, you can reduce costs and improve operations. Using products from Verint Systems, NICE Systems, and Cisco, our highly certified senior consultants can craft a WFM solution that provides everything your contact/call center needs. Mindsight’s solution will ensure that you have staffed the right people with the right skills at the right time of day.
A Managed Workforce Leads to a Superior Contact/Call Center
Forecasting and Agent Scheduling
Maximize service levels and reduce costs by scheduling agents when and where they are needed most. Powerful algorithms analyze call data to identify and predict call patterns. Agent schedules are then created to meet service goals and ensure coverage.
Increased Employee Productivity
By delivering individual performance stats in real time, agents can adjust and correct their strategy to stay on target. Management productivity is also improved through custom triggers and alerts that prompt them to take action before issues impact service levels.
Improved Agent Sales Conversion Rate and Quality of Service
Contact/call centers can improve conversion rates and quality of service with electronic coaching and messaging. Management can use this tool to correct performance gaps, prevent potential problems, and seize sales opportunities.
Improved Agent Satisfaction
Contact/call centers see an increase in agent satisfaction and a decrease in attrition rates as a result of self-service agent options, such as time off and shift swap requests.
By predicting call volumes, you can ensure that you make the most of your investment and avoid overstaffing or understaffing throughout the week.
Mindsight Certifications for the Contact/Call Center
Cisco UCCE ATP
Mindsight is one of only 28 Cisco technology partners to earn the Cisco Unified Contact Center Enterprise Authorized Technology Provider certification. This certification allows us to sell and deploy Cisco enterprise-level contact/call center platforms.
Cisco Master Collaboration Specialist
Through classroom instruction and a formal audit, Mindsight has proven our expertise and understanding of Cisco collaboration technology.
Supporting Services for the Contact/Call Center
Bring Mindsight on board to manage or monitor your contact/call center technology through a managed services agreement. All our managed services contracts are customized to fit your unique situation.Discuss a Managed Services Agreement with Mindsight.
Workforce Management Deployment Models
Host your workforce management or other contact/call center technologies in public, private, or hybrid cloud deployments.
Add workforce management software into your existing data center and contact/call center platform.
Read the latest and most relevant technology news through the Mindsight blog. Our most recent articles are below.
March 19, 2019 Retaining talent in the contact center is an enormous challenge. Call centers have some of the lowest retention rates of any industry, and former call center agents often describe their experiences as rather unpleasant – to put it mildly. While there…Read More
February 26, 2019 by Siobhan Climer The technology that powers the contact center is changing every day. As businesses continue to shift their focus towards the customer and delivering superior services, contact center platforms provide the opportunity for change. Contact center platforms increase efficiencies…Read More
February 19, 2019 by Siobhan Climer Learning to coach contact center agents takes work. While training is an essential component of a contact center manager’s role, doing so successfully requires an understanding of how the complex technology, data, and interpersonal work elements interact to…Read More