Workforce Optimization Featured Article

Fifth Third Bank Hopes to Achieve Improved Customer Service with WorkFlex Intraday Call Center Software

January 23, 2013

By Madhubanti Rudra,
TMCnet Contributor

Cincinnati, Ohio-based Fifth Third Bank is one the latest additions to WorkFlex Solutions’ growing customer roster. The regional bank deployed an array of WorkFlex auto-optimization products to automate many of its manual workforce administration processes at its call centers.

The newly implemented solutions are going to simplify the staff-scheduling procedure for the bank, which happens to be one of the largest financial institutions in the Midwest.

The newly implemented solutions include WorkFlex Alert, WorkFlex Manager, WorkFlex Scheduler and WorkFlex Auto-Swap. While the first is going to help the bank with its intraday performance management tasks, the second will help it to automate intraday staffing at its call centers. The third will be used to handle the overtime scheduling, and the fourth will enable the bank to facilitate flexible self-service scheduling for the agents.

“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,” said David Gottmann, senior vice president of Contact Centers at Fifth Third Bank.

WorkFlex’s SaaS (News - Alert)-based workforce optimization suites are designed to simplify the processes of intraday staff management at the call centers. WorkFlex’s award-winning technology is designed to integrate with the call center’s existing workforce and performance management systems. 

“We are pleased that Fifth Third Bank has selected WorkFlex,” said Larry Schwartz, CEO WorkFlex Solutions. “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.

The company introduced WorkFlex Scheduler to enable call center operators to increase call-handling capacity for planned demand-spike periods without needing to hire temporary staff. The solution helps agents identify availability for overtime hours through a Web portal and enables agents to optimize overtime scheduling.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Rachel Ramsey

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