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Workforce Optimisation

Empowering agents with Workforce Optimisation

With the increase in alternative channels with the contact centre such as web chat, mobile and social, getting the most from your workforce has never been more important or indeed complex. Empowering agents with the right skills and motivation involves a complex suite of diverse and integrated workforce optimisation tools.

mplsystems provide a wide range of tools and functions designed to improve contact centre performance and ensure organisations can train and motivate contact centre agents. From simple to access call recordings to advanced reporting and analytics, mplsystems can help you get the most from your contact centre staff. It’s not only call performance, quality management tools and reporting are available across multiple channels including email, web chat and social media

See live contact centre agent stats in a customisable view

mplsystems also provide a suite of dashboards and wall boards which provide key information to supervisors, they can also be embedded in agent screens allowing each member of the contact centre to monitor their own performance. mplsystems partner with several leading workforce management providers to offer an integrated solutions to ensure optimal management of staff scheduling.

Features of mplsystems Work Force Optimisation Suite:

  • Call recording and quality management (QM)
  • Coaching and call evaluation
  • Knowledge management
  • Agent feedback facility
  • Customer satisfaction surveys and performance management (PM)
  • Reporting, analytics and dashboards
  • Workforce management: integration to 3rd party

 

 

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SUCCESS STORIES »

Ford Retail Online improved agency efficiency by over 25%
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Studio Moderna optimise call centre activity through real-time reporting
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WEBINARS »

10 Clever ways to improve call centre performance
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The Best Contact Centre Metrics
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WHITE PAPERS »

Scalable Contact Centre Solutions
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A Quick Guide to Omni-Channel Customer Service
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LATEST NEWS »

Solving the Field Service Customer Mess
23rd May, 2017
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An Analyst’ Perspective on mplsystems Optimising Omni-Channel Engagement
19th May, 2017
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mplsystems Included in the 2017 Magic Quadrant for the CRM Customer Engagement Centre for the Third Consecutive Year
19th May, 2017
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  • mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back- office operations.

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  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

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  • mplsystems implemented a multi-channel, multi-lingual contact technology and intelligent desktop solution customised to meet global requirements

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  • mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

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  • TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

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  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

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  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

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  • mplsystems’ challenge was to convert the complexity of Babcock’s campaign requirement into a simple interface for Babcock’s contact centre agents

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • The Unified Desktop solution from mplsystems allows Fitness First to aggregate relevant customer and transactional data from the company’s CRM.

    Read More »

  • mplsystems put in place an agent desktop solution drawing data from multiple systems including asset information and their ERP solution.

    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

  • mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back- office operations.

    Read More »

  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems designed a unique contact centre solution that brings together all calls from the multiple social housing brands within the group into one secure system.

    Read More »

  • mplsystems designed an innovative sales management and communication platform to provide the integration of all the channels required

    Read More »

  • mplsystems implemented an advanced customer contact solution that was flexible enough to manage the large amounts of bookings across multiple sites

    Read More »

  • mplsystems implemented a multi-channel, multi-lingual contact technology and intelligent desktop solution customised to meet global requirements

    Read More »

  • mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »

  • TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

    Read More »

  • mplsystems’ challenge was to convert the complexity of Babcock’s campaign requirement into a simple interface for Babcock’s contact centre agents

    Read More »

  • mplsystems works with Aviva and their partners on the design and deployment of individually branded ‘customer experience’ portals

    Read More »

  • The Unified Desktop solution from mplsystems allows Fitness First to aggregate relevant customer and transactional data from the company’s CRM.

    Read More »

  • mplsystems put in place an agent desktop solution drawing data from multiple systems including asset information and their ERP solution.

    Read More »

  • Gamestec

    The solution collapses the service desk, planning and dispatch functions into a single agent desktop enabling the contact centre to communicate directly with engineers’

    Read More »

  • mplsystems used the power of smartphone technology to synchronise data between the mobile field workforce and both front and back- office operations.

    Read More »

  • mplsystems configured a solution to Studio Moderna’s exact requirements in social media, email and e-commerce contact handling

    Read More »

  • mplsystems designed a unique contact centre solution that brings together all calls from the multiple social housing brands within the group into one secure system.

    Read More »

  • mplsystems designed an innovative sales management and communication platform to provide the integration of all the channels required

    Read More »

  • mplsystems implemented an advanced customer contact solution that was flexible enough to manage the large amounts of bookings across multiple sites

    Read More »

  • mplsystems implemented a multi-channel, multi-lingual contact technology and intelligent desktop solution customised to meet global requirements

    Read More »

  • mplsystems technology enables automated scheduling of SSS UK’s field engineers, comprehensive service desk portal and an integrated mobile app

    Read More »

  • mplsystems provided leading healthcare retailer Sensilab with a truly integrated customer engagement CRM and sales agent desktop solution

    Read More »

  • TCSJOHNHUXLEY selected a cloud-based field service management solution that integrated service desk, dynamic scheduling and mobile field service

    Read More »

  • mplsystems’ solution allows calls and web chat to be blended across all agents to remove previous inefficiencies and to improve client service levels

    Read More »

  • The team at Woodhead One see our solution from mplsystems as a true differentiator and a feature that is now helping us win new business.

    Read More »