The growing need for digitisation and automation to fast track trends and optimise the productivity of employees has become an absolute necessity for any company. A challenging task though is to schedule shifts and work patterns for employees, keeping in mind several variables like holidays, rotas, workload, skillset, SLA’s, KPI’s that contribute towards their efficiency.
Puzzel Workforce Management is an integrated set of process, focussed on optimising the productivity of your employees by forecasting work requirements for creating and managing the staff schedules. This will help you to effortlessly accomplish your day-to-day goal by increasing the operational efficiency while ensuring the right agents with the required skill sets are staffed at all times.
Our easy-to-use, cloud-based solution has established real-time and historic connectors to your Contact Centre Platform. It can provide several additional functions designed to increase agent retention and reduce administrative overheads.
Key features of Puzzel Workforce Management are:
- Accelerated forecasting methods that can be scaled as accurately as possible, which also facilitates multi-skilled forecasting.
- Schedule optimisation that allows you to make real-time changes to cope with sudden changes to employee availability.
- Govern intraday management of managing agent’s shifts and activities to maintain optimal staffing at all times
- Gain an insight into the agent’s performance with Real-Time Agent Adherence statistics that allows you to highlight anomalies in their behaviour
- Comprehensive Time-Off Management that helps you approve/decline employee holiday in advance or in real-time so that there is no effect on staffing or service levels.
- Generate standard web-based reports or custom reports to improve your contact centre performance.