WS iNet’s Workforce Management System gives contact center managers and supervisors the ability to
precisely match agent availability and skills with customer needs. Clients using this WS iNet module
consistently see improved operational efficiency, improved call response times, an increase in agent
performance, and higher customer satisfaction.
It is a comprehensive performance management
application that enables call centers and customer
service organizations to confidently forecast
staffing levels, flexibly manage agent schedules,
and accurately track workforce performance and
results in multi-site and multi-channel contact
centers. It also includes intra-day management,
real-time adherence, and an out-of-the-box API
for integrating with third-party systems.
WS iNet’s Workforce Management System is the only workforce performance management solution to offer
automatic updates of historical data and agent skill set information in real time across all media
channels. Now your company can realize a faster ROI on agent training, reduce administrative
expenses, and eliminate the need for manual updates.