Today, workforce management in the contact center includes forecasting workloads, scheduling employees, and monitoring activity to ensure schedule adherence and forecast accuracy.

As contact center managers know, these tasks are time consuming and complex, and can have a significant impact on business results.

For example, scheduling too many agents for a particular shift can push you over budget, while scheduling too few can dramatically reduce service levels and increase call abandonment rates.

CallRex WFM enables contact center managers to quickly develop customized forecasts and schedules, while increasing forecast accuracy and schedule adherence through automated activity monitoring.

The results include achieving desired service levels, reducing costs and gaining more time to spend managing your team. Real-time monitoring of contact center activity enabling managers to respond quickly to changing demands and avoid surprises.

Easy to use and affordable, CallRex WFM complements CallRex Professional, CallRex Multi-Media, and CallRex Agent Evaluation.