Workforce Management (WFM)

A Next Generation Workforce Management Solution for the Next Generation Workforce

cc: Clarity, CallCopy’s contact center workforce management (WFM) solution, enables easy and efficient agent scheduling, staffing the right people, with the right skills at the right time of day. We’ve designed an intuitive, user-friendly WFM tool that is fully integrated with cc: Discover, CallCopy’s workforce optimization suite, enabling the sharing of data between components and providing a comprehensive view of your entire contact center operation and customer interactions.

Contact Center Workforce Management Insight

cc: Clarity is a powerful tool for optimizing operational efficiencies, employee satisfaction and ultimately the customer experience. You can continually improve and refine your contact center operations from the insights gained using this innovative WFM solution.
 
 

Agent SchedulingAgent Scheduling
Optimize schedules to maximize efficiency.

Intraday ManagementIntraday Management
Make real-time schedule
adjustments.

Call Center Workforce Management ForecastingForecasting
Accurately predict your staffing requirements.

Agent EmpowermentAgent Empowerment
Improve agent satisfaction & performance, reduce churn.

Real-Time AdherenceReal-Time Adherence
Compare forecast with actual schedules.

WFM ReportingReporting
Evaluate schedule adherence and improve performance.

Ensure high utilization with easy-to-use feature set, fully integrated with CallCopy’s workforce optimization suite:

  • Forecasting & Agent Scheduling: Maximize service levels while minimizing costs by scheduling agents when and where they are needed most. CallCopy’s powerful algorithms analyze historical data to identify and forecast call patterns. Agent schedules are then generated to meet service goals and ensure optimal coverage.
  • Intraday Management: Making real-time decisions is a must for all contact centers. Custom triggers and proactive alerts in cc: Clarity enable quick and decisive action by detecting issues before they impact service levels.
  • Agent Empowerment: By empowering agents though self-service options such as time off and shift swap requests, contact centers will see an increase in agent satisfaction and reduced attrition. This not only empowers agents by allowing them to be in control of their own schedules, but also reduces WFM staffing costs by leveraging automation.
  • Effective Agent Communication: The millennial generation that makes up a large part of the contact center workforce today fully embraces social media and mobile technologies. Social media integrations within cc: Clarity allow you to effectively communicate with this "social" generation.
  • Dashboards & Wallboards: Effective contact center management relies on access to clear and concise data. cc: Clarity delivers live operational data, so management can stay in touch with performance metrics as they change.
  • External Integrations & Tools: Maximize your existing investments in contact center infrastructure by leveraging pre-built integrations in cc: Clarity.