Playvox, a provider of contact centre workforce engagement management (WEM) solutions, has expanded its Workforce Management (WFM) Capacity Planner solution.
Within the Capacity Planner, contact centre leaders can do the following:
- Access historical data to generate a fluid capacity plan that forecasts volumes already built in the system;
- Obtain visibility with absence, shrinkage, and attrition thresholds
- Determine how and when to scale workforce levels;
- Achieve a holistic view of all available staff.
“Playvox WFM Capacity Planner is a transformative offering to operationalise and support the way organizations throughout all industries prepare and forecast for the long-term,” said Kristyn Emenecker, Playvox’s chief product and strategy officer, in a statement. “By leveraging Playvox’s technology, this solution eliminates what many in the industry refer to as ‘excel hell’ involved with manual forecasting. The information is color-coded for easy interpretation, allowing for differing scenarios to be modeled, giving operations more insight and knowledge when trying to make decisions about long term staff. Users also have the ability to share online or export to CSV, making it easy to collaborate on plans.”