Workforce Management Solutions

With the Connecting Wales Workforce Management (WFM) solution you can optimise agent management and get citizens to the right person, with the right skill, in the right place, at the right time.

Streamlining operations and improving services with WFM

The Connecting Wales WFM solution enables organisations to improve workforce efficiency which can cut costs by ensuring you have the right amount of resource at any given time, removing the risk of over-allocating resource that isn’t needed to serve your citizens.

With Workforce Management you are able to effectively plan your contact centre operations to make sure your citizens get through to the right person as quickly as possible for optimal resolution times.

Features & functionality

Forecasting

Plan your needed resource well in advance to reduce costs of having more employees on shift than you need to handle the number of incoming engagements.

Agent skill alignment

Ensure citizens get through to the right agent first time by setting up employee or agent skills and preferences which will help to improve citizen experiences and resolution times.

Shift planning

Only have and pay for the resource you need to provide high-levels of service to your citizens by using intuitive shift planning tools

Employee engagement

Happy employees mean happy citizens. Automate smaller tasks such as holiday requests, shift trades and overtime and offer direct input for preferred schedules to maintain their work/life balance.

Scheduling

Automate and optimise employee schedules to make sure you are getting the most out of your employees and their productivity at all times.

Intelligence Reporting

Use vital organisational intelligence reporting to plan effectively and efficiently across your contact centre operations with advanced analytics and customisable reporting features.

Benefits for your citizens

Intelligent Citizen Routing

With WFM capabilities you can ensure your citizens get through to the right person, in the right place at the right time.

Enhanced Citizen Experience

Streamlining your operations and managing the skills and time of your agents can positively impact on the citizen experience.

Improved Resolution Times

By getting citizens to the right employee, with the right skill, at the right time can dramatically improve resolution times for your citizens.