Globitel Workforce Management (WFM)

Globitel Workforce Management (WFM) is a solution designed to optimize the performance of customer engagement centers. According to the vendor, this software is suitable for companies of various sizes, from small businesses to large enterprises. Contact center managers and supervisors, customer service managers, operations managers, workforce planners, and human resources managers in industries such as telecom and communication, insurance, banking and financial services, healthcare, and retail can potentially benefit from the features offered by Globitel WFM.

Key Features

Workforce Forecasting: According to the vendor, the software can accurately forecast customer engagement center workload based on historical data and trends. It utilizes advanced algorithms to predict future staffing needs and optimize scheduling based on the forecasted workload.

Agent Scheduling: The vendor claims that the software can create optimal schedules that match agent skills and availability with the forecasted workload. It allows for the assignment of shifts, breaks, and off-days to agents, with the flexibility to make adjustments to schedules as needed.

Real-Time Monitoring: The software enables real-time monitoring of agent activities to ensure adherence to schedules. According to the vendor, it tracks agent performance metrics such as average handle time, call resolution rate, and customer satisfaction. The system can also send alerts for any deviations from schedule or performance targets.

Performance Analytics: The software allows users to generate comprehensive reports and dashboards for analyzing agent performance and productivity. According to the vendor, it helps identify trends and patterns in agent performance, providing insights into areas of improvement and supporting data-driven decision-making.

Agent Self-Service: According to the vendor, the software empowers agents with self-service capabilities to manage their schedules, request time off, and view performance metrics. This feature aims to promote agent engagement and satisfaction by giving them control over their work-life balance, while also streamlining administrative tasks and reducing manual interventions.

Skills-Based Routing: The software offers skills-based routing functionality to route customer interactions to the most suitable agents based on their skills and expertise. According to the vendor, this can help ensure that customers are connected to agents who can best address their needs, optimizing resource utilization and potentially improving first-call resolution rates.

Adherence Monitoring: The software allows for the monitoring of agent adherence to schedules and tracking of their login and logout times. According to the vendor, this feature helps identify and address any attendance or punctuality issues, ensuring optimal utilization of agent resources.

Intraday Management: The software enables real-time adjustments to schedules to address changes in workload or agent availability. According to the vendor, it aims to optimize staffing levels to match current demand, minimizing idle time and maximizing agent productivity.

Leave Management: The software includes features for managing agent leaves, vacations, and time-off requests. According to the vendor, it streamlines the leave approval process and ensures fair allocation of leaves, while also maintaining accurate leave records and tracking leave balances.

Workforce Optimization Integration: The software can be integrated with other workforce optimization solutions such as quality management and speech analytics, according to the vendor. This integration aims to leverage data from different systems to gain a holistic view of agent performance and customer interactions, streamlining workflows and potentially improving overall operational efficiency.