The answer lies in having the right tools. So, are you ready for a transformative journey? Our latest newsletter is more than an update; it's your exclusive invitation to explore Mediatel Data Workforce Management's dynamic capabilities.
Designed to be your strategic ally, this advanced solution goes beyond traditional scheduling, integrating seamlessly with your organizational goals.
Implementing effective Workforce Management in Contact Centers yields numerous advantages, elevating employee performance, enhancing customer experience, and reducing costs for the business.
Reasons to Use It
☑️ Forecasting Customer Interaction Volume
☑️ Improving KPIs
☑️ Cost Savings
☑️ Predicting and Scheduling Agents' Workload
☑️ Tracking Agents
Workforce Management is not just about placing the right people at the right place and time; it's a strategic integration of human resources planning with your organization's broader goals.
Mediatel Data Workforce Module transcends traditional staff scheduling, evolving into a comprehensive solution that addresses key facets of workforce optimization, including field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics.
☑️Analysis of Call Volumes: Review historical data to understand call volume trends.
☑️Volume Prediction: Predict future call volumes for targeted periods.
☑️Shift Planning: Outline staffing needs based on predicted workload, performance targets, and campaigns.
☑️Staffing Requirements: Define shifts for the upcoming period and allocate the required number of agents for each shift.
☑️"Body in Chairs": Establish the optimal workforce to meet demand.
☑️Activity Allocation: Define activities for each agent during allocated shifts.
Forecast Calls
Forecasting calls is a strategic process that leverages historical data, statistical models, and external factors to predict the volume and nature of incoming calls.
Optimal Resource Allocation
Allocating the right number of agents to meet fluctuating workloads efficiently ensures that your workforce is aligned with the business's demands.
Enjoy real-time updates on agent status, schedule changes, and adherence. Use live data to stay informed and make proactive decisions as the schedule evolves.
Mediatel Data Workforce Management has web functionalities that seamlessly extend to mobile devices and can offer a range of benefits.
Integrating web functionalities into a mobile dashboard enhances the overall user experience and contributes to a more agile and responsive workforce.
This adaptability is crucial in today's dynamic and fast-paced business environment.
Benefits of Web Functionalities
☑️ Flexibility and Mobility: Access the system anytime, anywhere, providing unparalleled flexibility to users on the move.
☑️ Real-Time Decision-Making: Make informed decisions on the go with real-time access to scheduling, trade requests, and other critical features directly from their mobile devices.
☑️ Quick Trade Requests: Facilitate seamless agent collaboration with the ability to swiftly submit and respond to trade requests, fostering a dynamic and responsive working environment.
☑️ Reduced Downtime: Minimize downtime by empowering users to handle scheduling and trade requests promptly, mitigating potential disruptions to workflow.
☑️ Improved Communication: Enhance communication among team members by enabling quick and direct interactions through mobile devices, reducing delays in critical decision-making processes.
Facilitate effective communication with agents by sending updates, notifications, and important information directly through the platform, fostering a collaborative working environment.
Access real-time insights into agent availability, pending requests, and schedule adherence, providing managers with up-to-the-minute information for informed decision-making.
Make schedule adjustments seamlessly, accommodating changing workloads, agent preferences, and unexpected events with just a few clicks.
Mediatel Data Workforce Module is designed to be a versatile solution that caters to different environments' dynamic workforce management needs, including Contact Centers, retail shops, banks, and more. Let's explore two scenarios that demonstrate our module's adaptability across diverse settings.
WFM in Contact Centers
◼️Dynamic Workload Forecasting: The Mediatel Data Workforce Management module enables precise forecasting of incoming call volumes, ensuring the right number of agents are available to meet demand without overstaffing.
◼️Scheduling: The module optimizes the allocation of agents, streamlining the process and ensuring that Contact Center operations are responsive to fluctuating workloads.
◼️Real-Time Adherence Monitoring: Supervisors can monitor agent adherence in real-time, ensuring optimal responsiveness to customer inquiries while minimizing downtime.
WFM in Retail
◼️Customer-Facing Staff Scheduling: For retail shops, the Workforce Module facilitates easy scheduling of customer-facing staff based on historical footfall data, ensuring optimal coverage during peak hours and efficient staffing during quieter times.
◼️Adaptable Shift Planning: Dynamic shift planning accommodates changes in demand, such as promotional events or seasonal fluctuations, ensuring that the right staff is available to meet customer needs.
◼️Mobile Accessibility: Managers and staff can conveniently access and manage schedules from their mobile devices, promoting seamless communication and collaboration.
