Call: +1 (855) 494-7700
Request Quote
gPlex

gPlex Workforce Management Solutions – WFM

gPlex Workforce Management is a software program created to assist Contact Center Operation in efficiently managing their workforce and streamlining operations. It provides a number of features and functionalities to help with employee activity tracking, scheduling, and forecasting.

The system uses historical data and advanced algorithms to predict contact volumes and staffing needs, optimize schedules, monitor agent performance, enable employee self-service, provide real-time insights, and integrate seamlessly with other contact center systems for enhanced efficiency.

You can trust that the right people are scheduled at the right time and maintain the focus on the needs of the customers.

Testimonial
Testimonial

Key Features of WFM


  • Management and Operational Efficiency :

  • • Automated Scheduling - Streamlines scheduling using call volume forecasts, agent availability, and skills.

  • • Real-Time Analytics - Provides up-to-date data for informed staffing and resource allocation decisions.

  • • Efficiency Tracking - Monitors KPIs like handle time and call resolution for performance management.

  • • Data-Driven Decisions - Offers insights for staffing, training, and performance improvements.


  • Enhancing Customer Service Quality :

  • • Reduced Wait Times - Ensures adequate agent availability, minimizing customer wait times.

  • • Consistent Service Levels - Maintains high-quality service for all customer interactions.


  • Improving Agent Productivity and Satisfaction :

  • • Fair and Efficient Scheduling - Promotes balanced workloads, preventing burnout and turnover.

  • • Skill-Based Assignments - Matches customer queries with agents' specific skills for effective resolution.

  • • Performance Tracking and Analysis - Tracks agent performance and service metrics for improvement.