"WorkFlex Alert shifts the performance management paradigm in the call center from reactive to proactive”
Cincinnati, OH (PRWEB) March 15, 2011
WorkFlex Solutions, the leader in call center intraday workforce optimization, announced today the introduction of WorkFlex Alert, a powerful SaaS product for call center operators that dramatically improves performance management effectiveness.
WorkFlex Alert applies real-time decisioning and flexible communications methodologies to monitor key utilization and performance indicators and automatically alerts agents and/or supervisors as to issues and corrective actions that need to be taken, to ensure optimal agent performance in the call center.
"WorkFlex Alert shifts the performance management paradigm in the call center from reactive to proactive,” said Larry Schwartz, CEO WorkFlex Solutions LLC. “By continually monitoring a multitude of key performance indicators such as Average Handle Time (AHT), Service Level (SVL), Customer Satisfaction (CSAT), and Occupancy (OCC), and automatically notifying agents and/or supervisors when issues are identified, WorkFlex Alert significantly reduces the time and energy required by workforce administrators to manually analyzing performance metrics, and communicate issues to ensure that issues are addressed in a timely fashion”.
“WorkFlex Alert leverages the same powerful decision engine and flexible communication capabilities that are in WorkFlex Manager our flagship automated intraday staffing product," said Mitesh Desai, COO WorkFlex Solutions LLC. “This makes it easy for administrators to configure rules that define conditions under which alerts are created and ensures that the right message gets to the right agent or supervisor at the right time”.
WorkFlex Alert can be used for everything from providing agents with reminders of upcoming shifts, breaks or training/coaching sessions to automatically notifying supervisors when certain agent adherence or performance metrics fall outside of acceptable guidelines. Near-real-time communication of adherence issues can significantly reduce shrinkage and increase agent performance & the ability of WorkFlex Alert to communicate via voice, email, SMS or Screen Pop, ensures that Alerts are always effectively delivered.
WorkFlex Solutions is a Silver Sponsor of the Society of Workforce Planning Professionals (SWPP) and will be participating in the SWPP Annual Conference in Nashville, Tennessee, from March 23-25, 2011. Interested parties can sign up for a live demo of WorkFlex through the WorkFlex Solutions web site.
About WorkFlex Solutions LLC
WorkFlex Solutions LLC is a venture backed, Cincinnati-based software company specializing in workforce optimization solutions. Founded in 2009, WorkFlex SaaS based products are designed to easily integrate with existing workforce and performance management systems enabling clients to leverage their existing enterprise software investments. As a SaaS solution clients can typically generate a positive ROI on monthly license fees within the first month after deployment.
Visit http://www.workflexsolutions.com for more information.
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