Mitel Workforce Management

Superior customer experience through employee engagement and operations analytics

It’s a simple formula…the right agent, in the right place, with the right skill, at the right time equals a superior customer experience. Contact centers face many challenges on a daily basis from fluctuating call volumes, expanded media types to high turnover. Being able to efficiently manage these basic requirements requires a so Mitel’s Workforce Management (WFM) solution is part of its Workforce Optimization suite, designed to help organizations of all sizes lower costs and gain more customer insight while becoming more efficient in day-to-day operations. The Mitel Workforce Management solution provides strategic planning, forecasting, scheduling, real-time adherence and employee engagement capabilities to that will promote business growth and provide a more balanced workload.


Interact and Engage Employees

Employee happiness is the beating heart of any successful company, and with agent turnover proving to be the highest expense for contact centers organizations need to ensure they are doing all they can to empower its employees.  Mitel’s WFM give supervisors the tools they need before producing agents shifts.  Managers have the ability to view agent preferences, skill-sets or availability before making a schedule live.
Agents have real-time access to their client portal to view adherence, report absence, request time-off and bid on schedules with colleagues.


Optimized and Ready

Contact centers are filled with rich data that organizations can use to help drive efficiencies. The Mitel WFM gives you a complete 360-degree view of your business with rich and intuitive analytics to help enable rapid decision-making. Track employee activities and adjust their schedule in real-time to ensure service-levels and customer satisfaction remains above status quo.