Understand your staffing requirements 

Maintain high standards with the workforce you require 

Understanding workloads, reaching KPIs and keeping everyone happy can be a juggling act, but MaxContact’s WFM package is here to help. 

Home » Workforce Management

Scheduling your team to optimise your call centre 

Due to all the variables in place, scheduling contact centre agent shifts can be a mammoth task. There are many things to take into consideration, including agent skill sets, call volumes, KPIs, SLAs … plus agents’ holidays, sick days and contracted hours! 

A solid Workforce Management (WFM) package can help you to not only staff appropriately but also keep staff costs to a minimum by ensuring you’re not overstaffing. 

Automation 

Configure your shift patterns and schedules then allow the WFM package to quickly generate the forecast. This can then be distributed to the business at a click of a button. 

Features you will love

Accurate forecasts

MaxContact’s WFM package can use historical data to accurately forecast your needs based on information, rather than an assumption of what may be required. 

Portal access

Management and agents get access to their own portals. Agents can request holidays and shift swaps, which can automatically be allocated based on pre-determined rules. 

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What if?

MaxContact’s WFM package allows you to go through “What if?” scenarios. This will accurately allow you to forecast what is required to reach certain levels of performance, or what staffing levels would be required for such performance. 

Integrations

While the WFM package can sit within your MaxContact contact centre software, it can also integrate with your other business partners including phone systems, email software, web chat software, social media, CRM, payroll and HR systems

Address

Kon-Tiki Business Space, Tower 2

Level 1, 55 Plaza Parade,

Maroochydore CBD, QLD 4558

Phone

(07) 5329 4785

Aus Support

(07) 5293 8749

NZ Support

03 659 0155

Email

info@maxcontact.com.au

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