Workforce Management

Improve service levels and reduce costs by maximizing the value of your workforce.

Balance the work volume to achieve a desired quality of service with the fewest possible resources while making your teams feel guided, supported and competitive.

Workforce management

Stimulate your workforce by creating teams and team leaders.
Create healthy competition by tracking and monitoring teams’ results.

Work schedule

Reduce center costs by creating the most efficient employee schedules. You can create, publish and adjust the work schedule of your agents at any time. You can also exchange shifts among them and add new work shifts and breaks.

Adherence

Know what is going on in your Contact Center. Color coded diagram displays instantly who is doing what and why (work periods, breaks or meals and adherence to work schedule).
Choose daily, monthly or yearly reports on adherence to work schedule.

Group forecast

A historical 15-minute scale account to help you forecast the number of needed agents to take the calls. You can schedule to prevent periodic bottlenecks or shortages and adjust to the daily work schedule as the day progresses. Shows scheduled number of agents versus number of agents engaged in every call center activities, including absences. Group forecast provides a shrinkage value to reflect forecasting accuracy.

Not ready reason

CCS Manager lets you define your own list of reasons to quantify time at work.

Learn more

Find out how Remote management can be your virtual office.
Discover why Quality monitoring can help your agents achieve excellence.

Call 514.223.2581 North America 1.866.348.2581 or
email us at info@aheeva.com to learn more.

Bootcamp training
and certification

Aheeva CCS Training

Aheeva in the News

Support Center

^ Top