For any live engagement experience to function at scale, a highly robust, back-end Work Force Management (WFM) Solution must be in place.
Proper Workforce Management leads to better engagement optimization.
Workforce Management encompasses the supervisor module and the agent interface. These two interfaces, along with the administrative functions in Portal, combine to deliver superior workforce management capabilities while also assisting in the optimization of both chat and call engagement.
Why Use Our Workforce Management?
To properly manage the simultaneous nature of chat interactions – as opposed to the linear, sequential nature of phone calls – our Workforce Management Solution allows effective, efficient monitoring with your online engagement workforce. Whether you need to manage a large workforce or check on a single agent to review compliance after a coaching session, TouchCommerce Workforce Management tools deliver the power, flexibility and speed needed to accomplish your goals.
Key Workforce Management Features
Allows agents to quickly and effectively manage up to 10 concurrent chats
Provides custom scripts for faster, more effective chat experience
Allows agents to use the TouchBrowse tool to help site visitors through the buying or sign-up processes online
Provides a real-time view of program and agent performance
Enables management to reach out to agents for coaching. Custom views for easy review of key performance metrics allows for faster diagnosis of issues and moving towards correction.
Manages agent profiles
Configures work groups, etc.
Tracks all agents’ statuses to maintain optimal chat opportunity
Leverages Agent Registry to only offer chats when agent availability warrants
Routes chats to subject matter expert (SME) agent pools to handle customer inquiries quickly and efficiently