Call Center Software Products: Envision Workforce Management

Schedule call center agent training and more with this call center management software.

Get the most out of your workforce with Envision Workforce Management™, a sophisticated but easy-to-use scheduling, forecasting and staffing adherence solution designed to simplify the complexities of managing contact center personnel and activities. It provides the necessary tools you need to enhance your customer service while minimizing operational costs. 

Envision Workforce Management is a Web-based solution that easily scales to support small to very large contact center environments. It’s multi-site, networked and virtual agent ready, with robust reporting capabilities the flexibility to handle even the most demanding workforce planning and management needs. 

With Envision Workforce Management: 

Optimized Schedules at your Fingertips
Envision WFM is a practical solution with unlimited scheduling scenarios, automatic selection and approval of vacation time, and instant email notification of schedule changes. Plus scheduling wizards that allow easy navigation. 

• Drag and drop editing of schedules in real-time
• Specify custom work habits and hours
• Approve time off and add meetings or training sessions
• Optimize schedules based on forecasts, skills, preferences and other variables 
  
  Agent Friendly
  
• Agent portal for easy access to daily, weekly, and monthly schedules
• A virtual bulletin board allows easy shift swapping, start time preference sharing and team collaboration/messaging
• Incorporate colors, photos and layout schemes for a more personalized experience

Forecasting and “What If” Analysis
Envision Workforce Management offers highly accurate forecasting capabilities that are based on each contact center’s historical activity data, unique service objectives and specific environmental statistics that impact staffing. Run “what if” analyses to determine the impacts of various staffing scenarios and optimize schedules based on cost reduction, SLAs, preferences, and other factors. 

Intraday Management

• Real-time schedule updates based on absence, adherence, volume, etc.
• Supervisors receive out of adherence alerts

Reporting
Create custom reports on demand on historical, forecast, and intraday data. With custom reports you can select a filter and sort criteria, date range and time zone in which the report will be viewed.

 

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"In the first year of using the Envision products, our quality scores jumped 27%, and the team has been able to maintain an ‘extremely satisfied’ satisfaction rating of 4.5 out of 5.0."

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