Work Force Management can help you accurately forecast and schedule your employees, while still providing them the flexibility they need to manage their jobs with their busy lives. It will help to:

  • Find up-to-date information using everyday language;
  • Empower agents with the ability to accurately answer a wide range of customer questions;
  • Tracks employee performance and training;
  • Helps with workforce forecasting and scheduling;
  • Gives you an access to the valuable Voice of Customer (VoC) insights;
  • Help employees meet performance objectives with accessible scorecards and leaderboards. Provides real-time insights and actionable recommendations that drive results;
  • Helps with the long-term workforce planning to make the most of your budget and resources.

Knowledge Management

Knowledge Management is a part of WFM and it helps to enhance knowledge visibility and usage across siloed teams. It will assist to:

  • Find up-to-date information using everyday language;
  • Empower agents with the ability to accurately answer a wide range of customer questions;
  • AI enabled search improves agent productivity;
  • Increases first contact resolution rate.

Vendors: Verint.