“The ability to incorporate agent preferences into the overtime scheduling process is a huge advantage"
Cincinnati, OH (PRWEB) October 06, 2011
WorkFlex Solutions LLC, the leader in call center workforce auto-optimization, introduced today WorkFlex Scheduler: a powerful new product that enables call center operators to increase call-handling capacity for planned demand-spike periods without needing to hire temporary staff. WorkFlex Scheduler:
- Enables agents to identify availability for overtime hours through a web portal.
- Utilizes real-time decision-making and flexible communication methods to optimize overtime scheduling.
“Auto-optimization of the overtime scheduling process can significantly improve the ability of call center operators to accommodate anticipated increases in seasonal call volume and from new marketing campaigns and promotions,” said Larry Schwartz, CEO of WorkFlex Solutions. “WorkFlex Scheduler enables workforce administrators to easily configure rules that define how overtime should be optimally assigned, saving countless hours of analysis and manual system updates while assuring full regulatory and contractual compliance.”
“The ability to incorporate agent preferences into the overtime scheduling process is a huge advantage as we hear from members and will be mutually beneficial for agents and their employers,” added David Hadobas, President and CEO of Contact Center Network Group (CCNG). “Coupling extra wage-earning opportunities with flexible scheduling and real-time communication will drive positive employee satisfaction and can significantly reduce agent attrition.”
WorkFlex Scheduler is the third Workforce Management (WFM) auto-optimization product released by WorkFlex Solutions. WorkFlex Manager applies real-time supply chain concepts to automate the intraday staffing process; WorkFlex Alert monitors key intraday utilization and performance indicators and automatically alerts agents and supervisors of issues and corrective actions that need to be taken.
WorkFlex Solutions – a CCNG Partner and 2011 Gartner Inc. “Cool Vendor” – is a presenting vendor at the Contact Center Conference Fall 2011 event (October 3-6) and the Gartner Symposium/ITxpo 2011 (October 16-20). Interested parties can sign-up for a live demonstration of WorkFlex products through the WorkFlex Solutions web site: http://www.workflexsolutions.com.
ABOUT WORKFLEX SOLUTIONS:
WorkFlex Solutions LLC is a venture backed, Cincinnati-based Software Company specializing in workforce auto-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.
The Contact Center Network Group (CCNG) connects people who lead and run contact centers to them develop more effective ways to improve performance and deliver excellent customer service by sharing insights, ideas, and best practices between peers and top professionals. CCNG is a registered Trademark of CCNG International.
ABOUT THE GARTNER COOL VENDOR SELECTION PROCESS:
Gartner is a registered trademark of Gartner, Inc. or its affiliates. The Gartner listing does not constitute an exhaustive list of vendors in any given technology area, but rather is designed to identify interesting, new and innovative vendors, products and services. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Each year, Gartner identifies a Cool Vendor as a company that offers technologies or solutions that are: innovative—enabling users to do things they couldn’t do before; impactful—have, or will have, business impact (not just technology for the sake of technology); and intriguing— have caught our interest or curiosity in approximately the past six months.
Join CCNG’s David Hadobas and Larry Schwartz of WorkFlex for a discussion on auto-optimization of workforce performance. Hear how WorkFlex’s innovative auto-optimization products apply real-time supply chain methodologies to address key workforce administration “pain points” including intraday staffing, real-time performance management and overtime scheduling. To view the webcast, click on the “WorkFlex Overview” box at http://www.workflexsolutions.com.