{"id":210,"date":"2019-01-06T09:15:16","date_gmt":"2019-01-05T23:15:16","guid":{"rendered":"http:\/\/www.cytrack.io\/?page_id=210"},"modified":"2024-12-16T09:07:03","modified_gmt":"2024-12-15T23:07:03","slug":"workforce-management","status":"publish","type":"page","link":"https:\/\/www.cytrack.io\/wpv6\/workforce-management\/","title":{"rendered":"Workforce Management"},"content":{"rendered":"<div class=\"product-banner-container\">\r\n    <div class=\"product-banner-two-col\">\r\n        <div class=\"product-banner-sub-col product-banner-col-1\">\r\n            <div class=\"product-banner-header-content\">\r\n                <h1>Workforce Management<\/h1>\r\n                <h4>\r\n                Forecast, schedule and monitor your workforce in real time\r\n                <\/h4>\r\n                <div class=\"button-container double\">\r\n                    <a class=\"button darkblue-bg\" href=\"https:\/\/www.cytrack.io\/#CTA-forms\" onclick=\"CTADemo();\">Book A Demo<\/a>\r\n                    <a class=\"button white-bg\" href=\"https:\/\/www.cytrack.io\/book-a-consultant\/\">Free Consultancy<\/a>\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"product-banner-sub-col product-banner-col-2\">\r\n            <img decoding=\"async\" src=\"https:\/\/www.cytrack.io\/wpv1\/wp-content\/uploads\/CyCX-WFM-Banner.png\" alt=\"\">\r\n            <!-- <h4 class=\"product-banner-sub-text\">Live and AI Chat<\/h4> -->\r\n        <\/div>\r\n    <\/div>\r\n<\/div>\r\n\r\n<div class=\"main-container newProductPage WorkforceManagement\">\r\n\r\n<div class=\"card\" style=\"padding-bottom: 0;\">\r\n<div class=\"col\">\r\n<h3><strong>Introduction<\/strong><\/h3>\r\n\r\n<p>The goal of workforce management (WFM) is to optimize the deployment of the most valuable - and costly - resource in every contact center: the employees.<\/p>\r\n\r\n<h3><strong>How does WFM work?<\/strong><\/h3>\r\n\r\n<p>WFM is a repeating process and that\u2019s why it is often characterized as a cycle:<\/p>\r\n<\/div>\r\n<\/div>\r\n\r\n<div class=\"full-width-container\" style=\"text-align: center;\">\r\n  <img decoding=\"async\" src=\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/InJixo-Diagram.jpg\" alt=\"\" width=\"450\" height=\"325\"  style=\"max-width: 400px; margin-bottom: 2rem;\" class=\"aligncenter size-full wp-image-7625\" srcset=\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/InJixo-Diagram.jpg 588w, https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/InJixo-Diagram-400x289.jpg 400w\" sizes=\"(max-width: 450px) 100vw, 450px\" \/>\r\n<\/div>\r\n\r\n<div class=\"card grey\">\r\n<div class=\"col\">\r\n<ul class=\"greenarrows\">\r\n<li>It starts with <strong>forecasting<\/strong>, which accurately predicts future contact metrics such as volume and average handling time (AHT) using historical data and business intelligence that you add, such as upcoming marketing campaigns.<\/li>\r\n<li><strong>Planning<\/strong> is about making sure that your contact center employs the right number of agents to cope with the anticipated scale of the business in the long term.<\/li>\r\n<li><strong>Scheduling<\/strong> is about creating shifts for employees which match supply and demand for staff as closely as possible, as often as possible. You must take into account skills, labor laws, employment contracts and other constraints.<\/li>\r\n<li><strong>Intraday management<\/strong> is about identifying where reality has deviated from plan, for example, an unexpected volume spike or unusually high sickness levels. It enables you to take swift and effective corrective action to defend your KPIs.<\/li>\r\n<li><strong>Analytics<\/strong> give you insights that will help you to constantly improve. For example, you can measure your shrinkage, which will feed into your staffing calculations next time round the cycle.<\/li>\r\n<li><strong>Employee engagement<\/strong> is about letting your employees interact with the planning process and feel more in control. It impacts the whole WFM process.<\/li>\r\n<\/ul>\r\n<\/div>\r\n<\/div>\r\n\r\n\r\n<div class=\"card\">\r\n    <h3 class=\"quote\">Why our customers love what we do<\/h3>\r\n    <div class=\"col third one padded\">\r\n        <h5>Quick ROI, considerable improvement in staffing<\/h5>\r\n        <p><em>\"The improvement in staff hours being delivered to front line services had been so good that the product had paid for itself within the first four months of usage.\"<\/em><\/p>\r\n        <p><strong>AXA Ireland<\/strong><\/p>\r\n    <\/div>\r\n    <div class=\"col third two padded\">\r\n        <h5>Excellent and personal customer care at all times<\/h5>\r\n        <p><em>\"I love the injixo team's flexibility, agility, and intense customer focus. Every time I have any questions, they not only are Johnny-on the-spot, but go way past above and beyond to make sure I am cared for.\"<\/em><\/p>\r\n        <p><strong>CCI Systems<\/strong><\/p>\r\n    <\/div>\r\n    <div class=\"col third three padded\">\r\n        <h5>Easy to learn, simple to use<\/h5>\r\n        <p><em>\"Simple to use and effective. With accurate forecasts, comprehensive scheduling and an easy to use 'real-time adherence monitor, we have been able to reduce our budgeted FTE and achieved our SL every month.\"<\/em><\/p>\r\n        <p><strong>emovis<\/strong><\/p>\r\n    <\/div>\r\n<\/div>\r\n\r\n<div class=\"card bar darkBlue\">\r\n    <div class=\"col\">\r\n        <h3>Empowering WFM heroes since 1995<\/h3>\r\n        <p>injixo is a leading cloud-based workforce management solution, designed to empower people to do outstanding work. Our platform, featuring advanced forecasting, scheduling, real-time management, and employee engagement tools, is constantly innovating to meet ever-changing business needs.<\/p>\r\n        <p>injixo is trusted by a global community of 200,000 users in 30 countries worldwide<\/p>\r\n        <h4>WFM expertise you can count on<\/h4>\r\n        <p><a href=\"https:\/\/blog.injixo.com\/\" target=\"_blank\" rel=\"noopener\">Check out the injixo Blog<\/a> for latest tips, best practices and expert advice around WFM.<\/p>\r\n    <\/div>\r\n<\/div>\r\n\r\n<div class=\"card halfImage IMG-Left\">\r\n    <div style=\"background-image:url('https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/SQ-Desktop_update-Injixo_SS.png')\"><\/div>\r\n    <div>\r\n        <h3>Take WFM to a whole new level with injixo<\/h3>\r\n        <p>For contact centers that want to automate their WFM process, maximize performance and empower great customer service - anytime, through any channel.<\/p>\r\n    <\/div>\r\n<\/div>\r\n    \r\n    \r\n<div class=\"card halfImage IMG-Right\">\r\n<div  style=\"background-image:url('https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/SQ-Laptop-Injixo-SS-Front.png')\"><\/div>\r\n<div>\r\n    <h3>Everything you need to be a WFM Hero<\/h3>\r\n    <p>Powerful functionalities to cover your entire WFM process from start to finish<\/p>\r\n    <ul class=\"greenarrows\">\r\n        <li>Forecasting<\/li>\r\n        <li>Scheduling<\/li>\r\n        <li>Realtime Management<\/li>\r\n        <li>Reporting & Analysis<\/li>\r\n        <li>Employee Engagement<\/li>\r\n        <li>Smart Integrations<\/li>\r\n        <li>Onboarding<\/li>\r\n        <li>Support<\/li>\r\n    <\/ul>\r\n<\/div>\r\n<\/div>\r\n\r\n<div class=\"card lightBlue\">\r\n    <div class=\"col\">\r\n        <div class=\"list boxStyle\">\r\n            <h3>Plan smarter with the WFM plan that's right for you<\/h3>\r\n            <p>Not all contact centers are created equal.<\/p>\r\n            <p>Our WFM offering is designed to meet your growing and diverse business needs.<\/p>\r\n            <p><strong>Together, we make your WFM future-proof.<\/strong><\/p>\r\n            <ul class=\"greenarrows\">\r\n                <li><strong>ESSENTIAL WFM<\/strong><br>Start automating your WFM process<\/li>\r\n                <li><strong>ADVANCED WFM<\/strong><br>Maximize your WFM performance<\/li>\r\n                <li><strong>ENTERPRISE WFM<\/strong><br>Adapt your WFM to meet any requirement<\/li>\r\n            <\/ul>\r\n        <\/div>\r\n    <\/div>\r\n<\/div>\r\n\r\n<div class=\"card\">\r\n    <div class=\"col\">\r\n        <h3>injixo helps you to cut cost, ensure optimal staffing and make both employees and customers happy<\/h3>\r\n    <\/div>\r\n<\/div>\r\n\r\n<div class=\"wfm-three\">\r\n    <div class=\"wfm-item\">\r\n        <div class=\"icon-container-div\">\r\n            <img decoding=\"async\" src=\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/Customers-Icon.png\" alt=\"Customers Icon\">\r\n        <\/div>\r\n        <p class=\"wfm-title\">400+ customers across the world<\/p>\r\n    <\/div>\r\n    <div class=\"wfm-item\">\r\n        <div class=\"icon-container-div\">\r\n            <img decoding=\"async\" src=\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/Planners_Icon.png\" alt=\"Planners Icon\">\r\n        <\/div>\r\n        <p class=\"wfm-title\">3000+ planners who trust us<\/p>\r\n    <\/div>\r\n    <div class=\"wfm-item\">\r\n        <div class=\"icon-container-div\">\r\n            <img decoding=\"async\" src=\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/240-Agents-icon.png\" alt=\"240k agents icon\">\r\n        <\/div>\r\n        <p class=\"wfm-title\">240k+ scheduled agents<\/p>\r\n    <\/div>\r\n<\/div>\r\n<div class=\"wfm-three\">\r\n    <div class=\"wfm-item\">\r\n        <div class=\"icon-container-div\">\r\n            <img decoding=\"async\" src=\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/30-Years-Experience-Icon.png\" alt=\"30 years experience icon\">\r\n        <\/div>\r\n        <p class=\"wfm-title\">Almost 30 years of experience<\/p>\r\n    <\/div>\r\n    <div class=\"wfm-item\">\r\n        <div class=\"icon-container-div\">\r\n            <img decoding=\"async\" src=\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/Cost-Saving-Icon.png\" alt=\"Cost-saving Icon\">\r\n        <\/div>\r\n        <p class=\"wfm-title\">Up to 20% cost savings<\/p>\r\n    <\/div>\r\n    <div class=\"wfm-item\">\r\n        <div class=\"icon-container-div\">\r\n            <img decoding=\"async\" src=\"https:\/\/www.cytrack.io\/wpv6\/wp-content\/uploads\/Reduction_icon.png\" alt=\"Reduction Icon\">\r\n        <\/div>\r\n        <p class=\"wfm-title\">Up to 50% reduction in planning effort<\/p>\r\n    <\/div>\r\n<\/div>\r\n\r\n<div class=\"card darkBlue\">\r\n    <div class=\"col\">\r\n        <div class=\"list boxStyle\">\r\n            <ul class=\"greenarrows\">\r\n                <li>Increase forecast accuracy<\/li>\r\n                <li>Optimize schedule efficiency<\/li>\r\n                <li>Reduce agent turnover<\/li>\r\n                <li>Increase employee engagement<\/li>\r\n                <li>Improve service level<\/li>\r\n            <\/ul>\r\n        <\/div>\r\n    <\/div>\r\n<\/div>\r\n\r\n\r\n\r\n<\/div>","protected":false},"excerpt":{"rendered":"Workforce Management Forecast, schedule and monitor your workforce in real time Book A Demo Free Consultancy Introduction The goal of [&hellip;]","protected":false},"author":1,"featured_media":7671,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-210","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - 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