ESI created a complete workforce management solution that extends the User and Organizational benefits:

User benefits

• The agents at the contact center, who work in direct contact with the customer, may participate in creating their own schedule via the web, and insert their preferences for shifts, time off, and unavailability.
• The shift manager controls and monitors at all time to ensure maximum utilization of agents while maintaining the desired customer service level balanced.
• The contact center management receives superior tools for decision-making and analysis of key performance indicator influencing cost -effectiveness of operations.

Organizational benefits

• Maximize the efficiency and cost-effectiveness of your operations by servicing more customers utilizing the existing resources.
• Improvement of contact center decisions by using OptiWise decision-support recommendation tool.
• Achieve consistent service level and improve customer satisfaction throughout the operational time.
• Maximize staff productivity and reduce overhead costs through flexible and efficient scheduling.
• Improve employee satisfaction by balancing workload fairness and consideration of personal preferences.
• Medium and long term planning decision support system.
• Improve operational control through online analysis of contact center activities and agent performance.