Leading cloud customer engagement solutions provider, Content Guru, has announced new functionality for its cutting-edge Workforce Management solution, storm® WFM™, to help organizations improve their contact center agent adherence levels.
storm WFM provides intelligent contact center scheduling that empowers organizations to generate detailed, omni-channel interaction forecasts and optimal agent schedules through a powerful suite of tools. The new update will expand the visibility of agent performance and scheduling for administrators. A new Agent Adherence page allows managers to select individual agent profiles, where they can examine future scheduled shifts, past adherence, and in-depths view of current and weekly performance.
Alongside these new review capabilities, automatic adherence alerts are triggered when agents are misaligned with their planned schedule. Using the intuitive WFM interface, administrators can review the exact times an agent was out of adherence and mark the deviation as accepted if they wish. A detailed audit log captures who authorized each out-of-adherence event, and un-reviewed days are clearly marked to give administrators at-a-glance visibility.
Martin Taylor, Deputy CEO of Content Guru, commented:
“We are constantly updating our customer and employee engagement tools to ensure organizations can make the most of their valuable human resources. storm WFM and its new agent adherence functionality are just a part of the workforce optimization (WFO) repertoire we offer, which enables organizations to effectively manage and optimize employee performance and ultimately improve customer satisfaction.”