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Workforce Engagement Management
With Care of Agents for Best Customer Experience
Benefits of SoftBCom WFM
50%
Less time for administration
8%
Less labour cost
7%
More service quality
10%
More customer satisfaction
Fulfill Your Workforce Potential with WFM
- Соблюдение требований законодательства
- Автоматизация и прозрачность выплат
- Снижение текучки персонала
- Повышение лояльности сотрудников
- Точный прогноз с минимальными трудозатратами
- Автоматическое построение расписания с учетом всех правил и ограничений
- Автоматизированный контроль за соблюдением расписания
- Формирование всей необходимой отчетности в 2 клика
- Контроль за группой в режиме онлайн
- Сводная отчетность по работе сотрудников
- Контроль KPI и производительности операторов
- Личный кабинет и мобильное приложение
- Учет предпочтений по графикам и правилам работы
- Автоматический обмен сменами
- Возможность самостоятельно изменять свое расписание
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We actively use automation technologies in the work of the contact center in order to optimize its work and improve the user experience of customers. Previously, we generated a workload forecast and built work schedules manually. The implementation of the NAUMEN WFM system allowed us to significantly simplify these processes and speed up their implementation, freeing up employees' time to solve more complex tasks.
Features of SoftBCom WFM
Forecasting
- Modern forecasting models with details up to 15 minutes
- Quick adjustment and recalculation of forecasts
- Forecasting based on historical data, external factors and their impact on SL
Planning
- Quickly create the optimal schedule
- Taking into account the given rules and restrictions automatically
- Use of multi-skill of employees
Administration
- User-friendly interface for online monitoring of time and attendance
- Employee's personal account for making changes
- SMS notifications about changes in the shift schedule
Reporting
- Automatic timesheet generation and integration with external systems
- Punctuality and schedule violation reports
Personal area and mobile app
- Actual schedule in the employee's personal account
- Requests for changes in the work schedule from the mobile app
- Creation of additional shifts with automatic push notifications
Watch a Demo
Our clients
The bank's contact center processes more than 15,000 calls and chats daily. The key goal of implenenting WFM system was to increase the automation of processes related to managing the load of the contact center. As a result of the implementation of the solution, the scheduling time was reduced from 1.5-3 hours to 5-7 minutes, and the forecast for the number of calls and the need for operators for a month is built within 10-15 minutes with an accuracy of 90%.
The cosmetic company Avon has transferred the planning and management of the working time of contact center operators to the Naumen Workforce Management (WFM) platform. Using the NAUMEN solution allowed the company to reduce the time spent on labor resources management and plan the workload of operators with an accuracy of up to 90%.
See us in action
Want to know how SoftBCom WFM can help your team rise to the occasion? Set up time with us to learn more!
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