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
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.