Workforce Management Application
The LiveOps On-Demand Workforce Management application - part of the LiveOps On-Demand application suite - empowers your business with powerful online tools to build and manage highly distributed virtual call centers and virtual agent networks. You can perform more accurate capacity planning; establish flexible, pull-based scheduling (i.e., self-scheduling) and push-based (i.e., supervisor scheduling) scheduling; and monitor agents and team performance in real time. The application also provides multiple communication channels for agent/facilitator communication and performance feedback.
With the LiveOps On-Demand Workforce Management application, you can do the following:
Perform Virtual Agent Forecasting
and Scheduling
With a proven track record involving thousands of customer programs, the LiveOps On-Demand application suite provides you with the flexibility, reliability, and ease-of-use for even the most complex call center. Our scheduling system enables agents to be sourced in as little as 30-minute increments so that you can precisely match agent staffing to actual call volume throughout the day. You can schedule agents - or agents can schedule themselves - from inside your office or across the world. By determining specific characteristics of past campaigns and programs, you can use LiveOps Workforce Management to take the guesswork out of capacity planning. How did call volume differ during the day? What was the impact of marketing campaigns on call volume? How long did the average call last? Sophisticated reporting tools let you make informed, accurate decisions about agent scheduling, certification, and program requirements.
LiveOps Workforce Management also supports a distributed and/or self-scheduling model that you can use to attract agents to specific programs and even specific blocks of time where you need more coverage. You can also create performance incentives by enabling your best agents to have the first opportunity to choose call types or time slots.
Communicate with Virtual Agents
With LiveOps Workforce Management, you can rapidly deploy sophisticated collaboration tools, including chat, email, and other communication tools that can facilitate development of a virtual agent community. Your business can also implement a peer-to-peer "coaching" process whereby agents can listen in on calls and provide constructive feedback to other agents - feedback that can help improve your call center's customer satisfaction and service level scores. Establishing multiple, open lines of communication not only increases job satisfaction and retention, but also gives your organization an inside view into areas of agent frustration so that they can be addressed proactively.
Monitor Virtual Agent Performance
Agent performance is a critical element to the success of any program. LiveOps On-Demand application suite enables you to monitor performance by individual agent or relative to other agents at any time. LiveOps maintains a performance score for every agent that is updated after each call is completed. You can even specify the metrics used to calculate the score in order to quantify agent performance against specific business objectives.