Workforce Management
Transforming service delivery by making the best use of resources
Liquid Workforce Management helps organisations optimise the performance of their human resources.
Based on Open Wave's specialist forecasting and staff scheduling technology, it provides an accurate, easy-to-use and feature-rich solution to accurately forecast workloads and efficiently schedule suitably skilled staff.
Easy to use and appropriate to organisations of any size, it helps to reduce operating costs by automating business processes - typically producing a return on investment within 6 months.
Benefits
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Helps in forecasting, planning and scheduling staff more effectively for a higher utilisation and optimum performance of resources
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Drives improved customer service levels by generating accurate forecasts of the activity within an organisation and the number of staff required to meet them
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Uses skills-based scheduling to ensure staff with the right type of skills are available at the right time to suit customer requirements
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Reduces operating costs by automating business process
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Easy to use and functionally-rich for organisations of any size
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Generates adherence to employee contracts and conditions
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Enables employee sociability issues to be addressed
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Fosters higher staff satisfaction and retention
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Facilitates a strategic approach to contact centre management
Features
Forecasting tools:
- Short and long term forecasting tools
- Multi-media forecasting
- Campaign modelling
- Forecast for special event days eg public holidays, seasonal trends
- Incorporates shrinkage eg sickness, training, annual leave
- Simulation modelling including service level predictions, impact of abandonment rates on contact centres
- Multiple forecasting and template 'what if' scenarios available
Staff scheduling management tools:
- Schedule staff and resources across one or multiple sites
- Produce, fixed, flexible or rotational schedules based upon the organisation's requirements and staff availability
- Produce optimal schedules to match the predicted forecast - minimise over and under staffing
- Produce multi-skill schedules, team based schedules and manage schedule equity
- Use simulation to produce multi-skill based schedules
- Determine the optimum mix of shift lengths and start times
- Report on under-staffing and over-staffing
Day-to-day resource management:
- Record staff skill and competency levels
- Performance management dashboards
- Comprehensive management reports
Technical Details
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Can be integrated with many disparate systems to collect agent key performance measures
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Data transfer methods from source systems available include DTS packages, cron jobs and flat file manual imports