Workforce Management looks at all the different interactions within your contact centre and your business and using statistical analysis makes sure you have the right staff with the right skills in place to meet your goals. It does this whilst at the same time keeping your staff levels, and therefore costs, to a minimum.
This solution allows you to be flexible with your shifts and staff, and uses this flexibility to meet your customers’ needs. The beauty of Workforce Management is that you can actually see the cost of each shift you create. With this solution, we’ve seen staffing costs decrease by more than 30%, as well as huge reductions in administration workload – schedules can be created for 1000’s of staff, factor in tens of thousands of criteria and then be distributed to everyone involved in minutes.
A business using Workforce Management will have a better understanding of all the channels they have to serve, understand their workforce’s availability and skills, and therefore have a much better chance of delivering customer excellence whilst creating a more satisfied workforce.
We understand contact centres as a whole and therefore our Workforce Management System and our expertise combine to take into account the demands, inputs and processes within your business to provide a solution to manage your workforce optimally whilst better serving your customers.
By making sure you have the right number of staff with the right skills to meet your day-to-day operational demands, Workforce Management can reduce your workforce costs by up to 30% whilst still meeting your desired SLA’s.
Monitoring interactions, forecasting demands and scheduling a workforce is a continually evolving business challenge. Davikers Workforce Management quickly uses statistical historical analysis rather than guesswork and assumptions to provide highly accurate, efficient and cost-effective workforce schedules.
Davikers Workforce Managment consolidates and analyses all your business interactions channels such as email, phone calls and workflow tasks. Then, using statistical analysis and historical trends, Daviker Workforce Management accurately forecasts your exact workforce requirements.
Davikers Workforce Management automates laborious tasks such as shift creation, communication and administration generating forecasts in as little as 30 seconds. All holiday requests, shift exchanges and absences are all handled quickly and easily by Workforce Management. Forecasts can then be communicated to the whole workforce at the click of a button via email and SMS.
Many contact centre staff will tell you that the patience of a saint certainly comes in handy when working in this industry. Learning how to handle disgruntled customers takes not only patience but time and skill too; it’s a necessity as customers will frequently express their frustration by aiming their complaints at staff members.
We’re delighted to announce that Daviker has recently been awarded an agreement to supply to the public sector. This will be under the G-Cloud 8 framework. What Is G-Cloud 8? G-Cloud is an initiative targeted at public-sector bodies in departments of the UK Government of commodity IT services; particularly bodies that use various cloud computing software. The initiative consists of a […]
The speech analytics market has hit global headlines this month, as research into its growth has been released by multinational market research firm, MarketsandMarkets. Figures indicate that the speech analytics market is estimated to grow from USD 589.1 million in 2015 to USD 1.60 billion by 2020. This represents an estimated Compound Annual Growth Rate […]
DDC Outsourcing Solutions has been developing and delivering critical information management and BPO solutions since 1987. Services include digital mailroom solutions, customer acquisition, multimedia response handling and accounts payable processing, as well as document scanning, data capture and many more.