Call Center Management Feature Article
January 16, 2013
WorkFlex's Call Center Management Software Improves Fifth Third Bank's Customer Service
By Amanda Ciccatelli, TMCnet Web Editor
When it comes to managing a call center, fluctuation in call volumes throughout the day remains a huge challenge that managers face every day. There are certain events that the call center should have known about, but didn’t for various reasons. And then there are events, mostly externally driven, that simply cannot be planned for.
Common questions call center managers ask can include how to update the forecast, how to create a new schedule and how to staff for this throughout the day. Perhaps the most important question, “Is there a way to plan for this?” Well, call volume fluctuations cannot always be planned for, but constant monitoring and quick action can lower the impact on customer satisfaction. Call center intraday management solutions can provide a quick fix to these frustrating scheduling problems.
One provider of intraday management solutions for call centers, WorkFlex Solutions LLC, has decided to participate in a multi-year contract with Fifth Third Bank to deploy several WorkFlex auto-optimization products including WorkFlex Alert (optimized intraday performance management), WorkFlex Manager (automated intraday staffing), WorkFlex Scheduler (optimized overtime scheduling) and WorkFlex Auto-Swap (flexible agent self-service scheduling).
“The ability of WorkFlex to automate many of our manual workforce administration processes re- enforces our commitment to delivering high quality service and responsiveness to both our customers and our employees,” commented David Gottmann, senior vice president, Contact Centers at Fifth Third Bank, in a statement.
Since 2009, WorkFlex Solutions has specialized in SaaS (News - Alert)-based workforce intraday management solutions for call centers. Its unique technology is designed to integrate with existing workforce and performance management systems in call centers to enable clients to leverage their existing enterprise software investments and generate ROI.
“Our agent-friendly auto-optimization technology is ideally suited for service providers committed to delivering consistently high quality customer service to their customers. This announcement demonstrates the relevance of our unique value proposition within the Financial Services Industry,” said Larry Schwartz, CEO of WorkFlex Solutions.
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Edited by Allison Boccamazzo