Workforce Management and Recording Solutions
Workforce management (WFM) optimises productivity, all the way from the company-wide level down to individual departments and employees. With a good WFM solution, you can accurately plan, forecast and schedule agents to increase operational efficiency. Combined with call recording and quality management tools, you can empower managers, supervisors and employees with a variety of workforce tools to help monitor, analyse and enhance individual and group performance.
Top Functions of Workforce Management and Recording Solutions:
• Multichannel Forecasting and Scheduling
• Call Recording and Quality Management
• Administrative Process Automation
• Risk and Compliance Management
Mitel workforce management solutions ensure resources are properly allocated to avoid mishaps that negatively impact the customer experience, like long wait times and multiple transfers to find the correct agent for a customer’s query. Our call recording tools enable your organisation to quickly capture, archive, organise, playback and share voice documentation. By organising and sharing these recordings, you can transform isolated events into part of your continuous improvement system. Our quality management solutions add advanced quality assurance, personnel development and reporting tools to the core recording technology, all tightly bundled into one comprehensive system.