Workforce Management

Our Contact / Call Centre management team has been built with top professionals from around the world that are leaders in their respective fields. We employ dynamic and flexible people, creating professional consultants and Team Leaders. We ensure every team contain staff with a wide range of abilities that can add value to all our campaigns.

The SMART Group uses sophisticated Workforce Management software when rostering these staff, allowing us to confidently forecast staffing levels, flexibly manage agent schedules, and accurately track workforce performance and results in multi-site and multi-channel contact / call centres.

This provides The SMART Group with several advantages: 

• Enables businesses to develop scheduling strategies based on skills, tasks, and shift preferences

• Helps managers determine if plan is being met through intra-day schedule views

• Improves productivity through a click-and-drag interface and bulk schedule edits

• Stores historic call information.

• Improves contact centre performance by sending alerts when variances exceed specified levels

• Enables managers to perform root cause analysis of changes made in workforce management

• Eliminates manual and error-prone skill-set updates with easy integration to the Genesys suite

• Integrates directly with Genesys CIM system to enable real-time changes in call routing in response to challenges when managing large amounts of day to day call volume.

• Allows call exceptions to be managed, and business rules in relation to call priorities / routing to be monitored and subsequently updated in real-time.