Workforce Management

The performance of your contact centre affects the satisfaction and loyalty of your customers. It has a direct impact on the bottom line of your business. Whether you are responsible for managing a contact centre a back office processing centre or both, Xentrax provides the tools combined with our expertise in deploying and utilizing WFM technologies to leverage operational efficiencies and inspire customer satisfaction and loyalty.

Xentrax’s WFM solutions provide address the complex challenges of today’s omnichannel contact centres by:

  • optimizing resources in a multiskilled environment for single and multi-site centres
  • encorprating back office and blended activities into optimized schedules
  • automating time-consuming administrative tasks
  • monitoring and track adherence to schedules in real time
  • automating the planning and scheduling of time-off/vacations via on-line bidding
  • empowering agents by offering flexibility in scheduling strategy/implementation
  • gaining a clear understanding of goals versus results

Contact Xentrax Today