Contact Centre Workforce Management

Optimise your contact centre resource scheduling and accurately forecast demands

Contact Centre Workforce Management Integration

Integrate ipSCAPE with best-of-breed contact centre workforce management tools, to optimise contact centre resource scheduling.

  • Enhance call centre customer service levels
  • Efficiently manage team scheduling and forecasting for future staffing needs

Enhanced Forecasting Capabilities

Analysing historical call data enables you to accurately anticipate future call centre call volumes. 

Forecasts are updated in real-time with long-term data collection making it smarter.

Granular forecasting is completed at an agent and team level. 

Effective Workload Management

Smart scheduling and rostering capabilities measure call volume spikes and shrinkages and in turn, effectively calculates staffing requirements.

Advanced Call Centre Reporting Capabilities

Key call centre workforce management reports including punctuality, schedule adherence, call centre agent activity call volumes and call outcomes ensure your contact centre runs smoothly and optimally.

All the features you need to enhance your call centre workforce management

Optimise your contact centre by accurately forecasting your workforce requirements.

Reduce Administrative Overheads

Administer functions such as time sheets, leave requests and call centre agent availability. Eliminate the need for internal processing and reduce the cost of administration management.

Improved Planning Accuracy

With call centre workforce management integrations, real-time forecasts, budget scheduling and planning are more accurate. Optimise your contact centre operations for guaranteed results.

Improved Customer Experience

Schedule the agents with the right skillset to answer customer queries more accurately and quickly and improve your call centre first call resolution using workforce management tools.