The right people at the right time

Plan your team’s schedules easily and get an ideal level of response without using more resources than necessary by applying forecasting algorithms, operational scenario simulators and dashboards with real-time information. Make the most of the participation devices offered by the Agent Portal to take into account each person’s preferences and improve the motivation, adherence level and quality of all interactions.

Workforce Engagement

Planning and calculation of the ideal HC

Get projections of future interactions within seconds using algorithms that take into account your interaction history, external reports based on your experience, seasonality and the impact of special days. Compare established schedules with automatic forecasts and accurately calculate the number of people needed to meet service requirements without incurring cost overruns.

Planning and calculation of the ideal HC
Agent Portal and mobile application

Agent Portal and
mobile application

Involve your team members in the creation of their shifts and provide them with real-time information on how their metrics are being met from the mobile app. Agent Portal enables each person to add their schedule preferences, facilitates shift swapping and makes it possible to find volunteers to work as backup during peak interaction times. It improves the adherence level of teams and has a positive impact on the staff turnover rate with the participation devices offered by Workforce Engagement.

Real-time control

Create dashboards that display tailored information for each type of service or group of agents and get real-time updates and alerts to improve the performance of your contact center and enhance your business intelligence. Get up-to-the-minute connection details for each agent or team and receive alerts based on the indicators you choose.

Real-time control
Training and growth

Training and growth

Identify top performers and design training plans based on data and leveraging the skills of the best agents. Automatically assess the most appropriate intervals for scheduling skill-building, coaching and support activities or team meetings without affecting the level of response or quality of service.

Multi-skill programming at your fingertips

Maximize your investment in agent training by using automated multi-skill programming. Create multi-skilled, multi-tasking teams at your contact center to cover more campaigns and scenarios with better trained agents.

Multi-skill programming at your fingertips
Optimized team management

Optimized team management

Organize your teams efficiently without neglecting their preferences from the planning dashboard. Choose different shift scheduling strategies to achieve better coverage and easily and centrally manage all your team’s departures, registrations, training sessions, schedules, shift changes, leaves or absences.

Happier agents, more
satisfied customers

Take advantage of the availability and granularity of data provided by real-time dashboards to recognize the work of the best performing agents. Share individualized results through the Agent Portal and mobile app and set rewards for the individuals or teams that reach their goals most efficiently to increase staff motivation and improve the quality of interactions.

Happier agents, more <br>satisfied customers
Achieve the perfect balance

Achieve the perfect balance

Stay ahead of demand and design action plans to improve the experience of your customers and teams. Maximize customer service quality and response rates while reducing costs with Workforce Engagement.