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.
IFS-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, IFS-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
IFS-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. IFS-mplsystems partner with several leading workforce management providers to offer an integrated solutions to ensure optimal management of staff scheduling.
Features of IFS-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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