Puzzel WFM (Workforce Management)

by Puzzel

Smarter workforce management

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Reach maximum performance with intelligent forecasting

Puzzel WFM (Workforce Management) takes the guesswork out of forecasting and scheduling. By using historical data captured directly from your contact centre, you can generate accurate forecasts and create schedules that will ensure your contact centre is always efficiently and effectively staffed. The scheduling process is reduced to just minutes, rather than days, and can be completed in a single application accessible on any device, at home or in the office.

Top Features

  • Optimised scheduling

    Schedule your agents to be in the best place possible to achieve the highest service levels for your customers.

  • Real-time adherence (RTA)

    Gain immediate insight into agent performance to support real-time decision making.

  • Accurate forecasting

    Base forecasts on historical trends captured directly from your contact centre.

More Features

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Resources

Puzzel WFM (Workforce Management) - Workforce Optimisation (WFM) and Hybrid Contact Centres

Puzzel's Director of Workforce Management, Emma Skygebjerg chats to Kieran Gilmurray about the evolution of the contact centre and workforce management systems.

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