inConcert launches new version of its Workforce Management solution and exclusive contents

This June 27th marks the International Day of the Workforce Management (WFM) Professional, an essential task in the operational management of any contact center.

Although it is an "invisible" activity for the end customer, it is crucial for the customer to receive quality service. And, ultimately, for the entire team of agents to work at the healthiest level of productivity.

With twenty years of experience developing technological solutions for contact centers, at inConcert we have proven time and again the importance of good workforce management for the profitability of the operation. We have bet on empowering this work with the right technology, which allows for more accurate calculations and forecasts and automates several tasks to make the WFM process more efficient.

So it is that in 2016 we incorporated to our portfolio the WFM software developed by inConcert and natively integrated to our inConcert Omnichannel Contact Center platform. Since then we have a team of experts who help our customers to implement this solution according to their requirements and needs.

Today we are pleased to present the new version of inConcert WFM, with renewed functionalities and state-of-the-art tools to help WFM teams to perform their work in a more agile and accurate way. Because we know that technology is useless without the talent of managers and analysts, who every day put their sharpness in this complex and exciting task.

As a tribute to them, we have prepared this ebook with 4 interviews with Workforce Managers.

These outstanding professionals reflect on their daily management challenges, what skills they consider essential, how technology helps them and what their "life-saving" tip is in times of greatest pressure.

Each of the interviewees brings his or her unique point of view according to his or her experience in this area:

• Building a WFM team from scratch: Diego Miranda, Senior WFM Manager at Optum Global Advantage
• WFM for External Customers: Pedro Guillén, Customer Success Manager at inConcert
• Business Intelligence and WFM: Daniela Vergara, Business Intelligence Manager at OneLink BPO
• De agente a Workforce Manager: Cristian Prado, Gerente de WFM en IGT Solutions Colombia

In addition, our team of specialists prepared two unmissable articles analyzing in detail two crucial topics in the WFM process:

• Capacity sizing in WFM: what is the most effective process?
• Specialized agents or multi-skill agents? A dilemma at WFM

As you can see, WFM is a topic we are passionate about. That's why we invite you to take a look at the new version of inConcert WFM.