Contact center managers face the time consuming and complex tasks of forecasting demand, generating schedules, and ensuring employee adherence.
Without the right tools, contact center forecasting and scheduling can be costly, confusing, and can feel like little more than educated guess work.
The business challenges are many:
- An on-going management effort is required to accurately track historical activities, monitor adherence, and match employee competencies to schedule requirements and shift requests.
- When managed manually and with ad hoc tools, contact center managers find themselves spending too much time developing forecasts, building and rebuilding schedules, constantly reacting to unexpected surprises, and chasing service levels that seem out of reach.
- Simply keeping track of all the raw data can be cumbersome, difficult to manage and time consuming.
- Overstaffing to achieve service levels can create unacceptable costs to the contact center.
- Employees can be dissatisfied when it's too difficult for management to respond to demands for shift changes or swaps.
The solution is CallRex WFM™.
- With CallRex WFM, repetitive and time consuming tasks become automated. Now tracking historical data, forecasting demand, and generating schedules is done all within one integrated system.
- CallRex WFM offers the flexibility to account for agent skills, changing business needs, and requests for shift changes and swaps.
- Though many workforce management solutions can be complex and expensive, CallRex WFM is affordable and easy to use. Through a simplified 3-step process, CallRex WFM enables contact center managers to conduct forecasting, scheduling and adherence monitoring in less time than ever before.
- CallRex offers a rapid return on investment by ensuring appropriate staffing levels to meet demand, and reducing the time required for contact center managers to develop and maintain schedules.
Learn more about CallRex workforce management solutions:
- CallRex WFM software
- Discover the benefits of implementing CallRex WFM




