Workforce Management

Key Features

• Client/server architecture - Amcat Management Console is a complete client/server command and control centre.
• Graphical interfaces - Supervisors and team leaders are provided with the information and control tools neccesary to make fast and accurate workforce and project decisions.
• Drill down decision support tools - Managers have access to a wealth of decision support and information tools with the ability to look at many different perspectives or views of call centre data.
• Customised data views - Enterprise-wide or drill-down views can be customised to provide information such as locations, teams, agent groups, projects or individual agents.
• Service Level Alerts - Enhances your ability to manage call centre performance by allowing you to set performance thresholds and then alerting you visually and/or audibly on a manager’s PC when a threshold is exceeded. Once alerted, managers can take corrective actions, for example, having more agents log into a specific project.

Achievable Benefits

• Adapt to changing conditions - Software allows supervisors to adapt strategies in real-time.
• Informed decision making – The facility to allocate personnel and optimize productivity.
• Monitor and capture project results - View real time results and review statistics in historical reports.
• Archive information - For compliance and client reporting.
• Evaluate your team - Drill down to evaluate team leaders, supervisors, agent team and individual agents.
• View reports anywhere - Web-based reporting software allows managers to view reports in any location with Internet access.