We at Globitel are pleased to announce the release of the new version of WFM (Work Force Management) version 2.1, adapting to regional requirements and needs. This significant update reflects many months of research and development, to improve the system and bring unique and creative features.
Some of the new features added are:
Most of the existing WFM systems allow labeling agents’ breaks with different labels such as lunch break, short break or even prayer break. However, due to the fact that prayer beaks usually have a specific and moving window of time where they should take place, Globitel’s WFM 2.1 can automatically distribute agents’ prayer breaks based on the city/country where the call center resides, and in a manner that minimizes the effect on the call center’s Service Level.
Besides the standard offering of creating a Training course, setting classes’ schedules and then assigning agents to them, Globitel is now offering an intelligent and dynamic method to plan for your training courses, while maintaining the optimal service level and agents’ satisfaction. Training Planner has another method that mainly applies for internal training courses, where the scheduler can specify a window of time where s/he needs a number of classes, and the group of agents (or teams) thatshould attend these classes; the system will automatically create these classes and assign agents to them, and set the classes times to best serve the target service level of the call center.
In WFM 2.1 Globitel linked the bidding points that agents can use to bid for their desired shifts directly to their performance as retrieved from Globitel’s fast developing PMP (Performance Management Platform). This feature boosts agents’ motivation to enhance their performance, and hence get better chances to bid for their desired shift.
These are just some of the features added in the new release. Other enhancements include a more powerful forecasting and scheduling engine, enhanced monitoring tools, and an enriched agent adherence module.