Audience
Companies in need of a solution to improve efficiency while achieving service level objectives
About Globitel Workforce Management (WFM)
Businesses can have visibility into agent activities and the processes used to accomplish those activities. Globitel’s Workforce Management software offers a smart set of tools that helps call center management to improve productivity and track real time adherence. This is achieved by optimizing staff resources, through accurate forecasting, which in turn develops a more efficient schedule. Optimizing staff resources achieves the desired service level through balancing the number of available skilled agents and forecasted traffic per daily intervals. This process ensures minimal underutilization, which increases efficiency while still maintaining agent satisfaction. Globitel’s Workforce Management software is equipped with dynamic modules to manage your workforce smarter. The software performs scheduling, forecasting, real-time monitoring and maintaining operative aspects such as call volumes, handle time, agent shifting, etc.