Five9® Workforce Management (WFM)

Balance Efficiency and Service with WFM

Contact centres are highly dynamic environments where customers are reaching out across multiple channels and agents are working to provide exceptional service experiences. It’s a delicate balancing act that constantly changes. Sometimes contact volumes exceed agent capacity, while other times you have more agents than needed. Smooth out these operational speed bumps and make your contact centre a finely tuned customer experience machine with workforce management solutions.

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Forecast Demand and Accurately Schedule Your Contact Centre Resources

Five9 Workforce Management (WFM) helps you strike the perfect balance between customer satisfaction and contact centre efficiency. Accurately align agent resources with contact volumes throughout the day with a powerful set of contact centre or call centre workforce management tools. Keep customers happy and agents engaged by ensuring the right number of agents with the right skills are always available using our contact centre WFM software.

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Customer service woman on headset speaking to customer

Deliver Exceptional Customer Experiences and Keep Agents Engaged

Scheduling

Schedule agents automatically based on preferences or let them bid on schedules. Either way your staffing plans are optimised to achieve your service goals and minimise labor costs.

Adherence

Track agent schedule adherence over time or in real time to help them stay focused on working together as a team to take care of customers.

Intraday

Ensure your staffing plans keep aligned with what’s happening as events unfold. If adjustments are needed you can make hundreds of changes it’s easy to make changes and keep agents informed with only a few clicks.

Portal

Empower agents to take control of their workday with easy self-service tools to see their schedules and adherence, request changes, and receive schedule notifications.

Mobile

Extend agent self-service features to mobile devices so they can keep in touch no matter where they are.

CRM

Embed WFM within your CRM user interface and extend WFM functionality to CRM digital channels.

Forecasting

Accurate contact volume forecasts form a solid foundation for optimal staffing. Create multiskill, multichannel forecasts easily and quickly.

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93% of customers are likely to make repeat purchases with companies who offer excellent customer service.

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Five9 Workforce Management gave us the ability to do shift bidding and build robust forecasting and staffing models to ensure we had the right number of people at the right time for our patients to call in.