Workforce Management

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.

Decreased Costs
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

  • Managed Services

    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

Cloud
Host your workforce management or other contact/call center technologies in public, private, or hybrid cloud deployments.

On-Premise
Add workforce management software into your existing data center and contact/call center platform.

Need a Workforce Management Solution?

Contact Mindsight

Mindsight Blog

Read the latest and most relevant technology news through the Mindsight blog. Our most recent articles are below.

Contact and Call Center

  August 15, 2018 by Siobhan Climer If you struggle to attract top contact center talent – or retain that talent for longer than 6 months – you aren’t alone. Contact centers report notoriously abysmal turnover rates, hovering somewhere between 35% and 40%; some contact…

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Contact and Call Center

  August 9, 2018 by Siobhan Climer Are you preparing for an audit of your contact center? The Payment Card Industry Data Security Standards (PCI DSS) protect cardholder security and ensure the consistent application of data security standards; however, to remain PCI DSS compliant, contact…

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Contact and Call Center

  Gamification is the process of including the typical elements of game-play, such as levels, point-scoring, or competition, to another activity. Recently, online marketers and product launchers have used gamification to increase engagement with products or services, but gamification goes back a long way. You…

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