auto-optimized workforce administration

AUTO-OPTIMIZED WORKFORCE ADMINISTRATION

“Workforce Planners, Contact Center Architects, and CIOs should investigate the opportunity to embrace a more automated and sophisticated approach to real time staffing and performance management within their contact centers due to the operational efficiencies and associated financial, compliance and customer satisfaction benefits it can bring.”

Gartner Cool Vendor Report: April 2011

• WorkFlex Manager– Automated Intraday Staffing

• WorkFlex Alert– Real-Time Intraday Analysis and Solutioning

• WorkFlex Scheduler– Optimized Overtime Scheduling

Auto-Optimization ProductsAuto-Optimization Products

www.workflexsolutions.com

www.workflexsolutions.comwww.workflexsolutions.com

Easy to Use

• Employee Preference Web-Portal– Availability Preferences– Contact Preferences (Voice, SMS, e-mail)

• Administrator Portal– Configure versus Program– Automated Reporting

WorkFlex ManagerWorkFlex Manager• Optimized Intraday Staffing

– Reduce dependence on forecast accuracy

• Reduce Overhead– Automate manual intraday tasks

• Assured Compliance– Regulatory, Contractual

• Employee Friendly– More Scheduling Flexibility– Extra Earning Opportunities– Supports Part-time and Work-at-Home


WorkFlex AlertWorkFlex AlertReal-Time Performance Analysis- Integrated with Current WFM Dashboard

Real-Time Solutioning- Schedule Adherence- Performance Management - Training Curriculum Tuning

Real-Time Alerting & Reporting - Agents, Supervisors, Administrators- Email, SMS, Screen Pop, Voice, Social Media



WorkFlex SchedulerWorkFlex SchedulerAuto-Optimized Overtime Scheduling- Meet planned demand spikes with Existing Staff

Agent Friendly Approach- Web-Portal for identifying Extra Hour Preferences- Timely confirmation of Schedules- Extra Wage Earning Opportunity- Lowers Attrition

Automated Workflow- Automated analysis and schedule updates- Agent Flexibility without Administrative Overhead



Easy to UseEasy to Use

• Employee Empowerment Web-Portal– Access Anywhere/Anytime– Minimal Training Required – Simple UI for Availability & Contact Preferences

• Administrator Portal– Configure versus Program– Automated Alerting & Reporting



Augment Versus ReplaceAugment Versus ReplaceExisting WFM SystemExisting WFM System• Extend System Footprint• Leverage Current Investment• Easy to Integrate• Minimize disruption, training• Works with Commercial and

Proprietary WFM Platforms



SaaS SolutionSaaS Solution• Patented Technology• No Hardware required • Pay-as-you-go pricing• Fast-Payback


Additional ResourcesAdditional Resources

WorkFlex Business Case Modeling Tool- Project Financial Benefits- Configurable to Client-Specific Operations

White Papers - What’s Missing from Workforce Management- How Much Money are BPO’s leaving on the Table- Health Care Reform and Workforce Management- Transforming Workforce Administration through

Intraday Staffing Automation

Product Demonstrations- Schedule online at www.workflexsolutions.com



www.workflexsolutions.comIndustryPartnerships

Additional ResourcesAdditional Resources

WorkFlex Business Case Modeling Tool- Project Financial Benefits- Configurable to Client-Specific Operations

White Papers - What’s Missing from Workforce Management- How Much Money are BPO’s leaving on the Table- Health Care Reform and Workforce Management- Transforming Workforce Administration through

Intraday Staffing Automation



Workforce Forecasting is Like Weather ForecastingThe further out you forecast the harder it is to get it right ..

WorkFlex Door PrizeJust Like WorkFlex can help you adjust to rapidly changing staffing needs, this Solar Powered /Crank operated American Red Cross Weather Radio with USB Cell Phone Charger can help you adjust to rapidly changing weather conditions

Thank you for Attending !!Thank you for Attending !!

auto-optimized workforce administration

Documents

workforce managementhow

real time staffing

contact centers

tablehealth care reform

proprietary wfm platformswww

contact center architects

demand spikes

simple ui