WFM Wisdom

Wisdom WFM is a workforce management solution designed to streamline operations and enhance productivity. According to the vendor, this software caters to a range of professions and industries including call centers, customer service, retail, hospitality, and healthcare. It offers a variety of features that can help organizations effectively manage their workforce and drive success.

Key Features

Real-time monitoring: According to the vendor, Wisdom WFM allows users to monitor workforce performance in real-time, track agent activities and availability, identify and address issues promptly, and make data-driven decisions on the spot.

Forecasting and scheduling: The vendor claims that Wisdom WFM enables accurate workload and staffing requirement forecasting, optimized schedule creation based on demand, workload and agent availability balancing, and minimization of overstaffing and understaffing.

Skills-based routing: According to the vendor, Wisdom WFM facilitates matching customer inquiries with the most suitable agents, routing calls based on agent skills and expertise, improving first call resolution rates, and enhancing customer satisfaction.

Performance analytics: Wisdom WFM reportedly provides the ability to analyze agent performance metrics, track key performance indicators (KPIs), identify areas for improvement and training, and optimize workforce productivity.

Omnichannel support: According to the vendor, Wisdom WFM allows users to manage workforce across multiple communication channels, support voice, email, chat, and social media interactions, provide consistent and seamless customer experiences, and increase agent efficiency and customer satisfaction.

Agent self-service: Wisdom WFM, as claimed by the vendor, empowers agents with self-service capabilities, enabling them to access schedules, time-off requests, and performance data, manage their own preferences and availability, and improve agent satisfaction and engagement.

Workforce optimization: The vendor asserts that Wisdom WFM helps optimize workforce utilization and efficiency, automate manual processes and tasks, streamline workforce management workflows, and reduce administrative overhead and costs.

Intraday management: Wisdom WFM, according to the vendor, allows users to monitor and manage real-time adherence to schedules, make adjustments to schedules and assignments as needed, handle unplanned events and disruptions effectively, and maintain service level agreements and customer satisfaction.

Reporting and analytics: Wisdom WFM provides the ability to generate comprehensive reports on workforce performance, analyze historical data and trends, gain insights into operational efficiency and productivity, and support data-driven decision-making.

Mobile workforce management: The vendor claims that Wisdom WFM enables users to access workforce management features on mobile devices, enabling remote workforce management and monitoring, staying connected, making adjustments on the go, and improving agility and responsiveness in workforce management.