Scheduling and optimization are key capabilities within workforce management. They are the core components in balancing operational efficiency, customer service and employee satisfaction. Mitel´s approach to scheduling consists of three basic principles: ease of use, flexibility to adapt to different requirements, and powerful algorithms.
Ease of Use
Scheduling a multi-site, multi-skill and multichannel contact center can be very complex, but the tools you use should be simple and easy to use. With Teleopti, everything you need is at your fingertips: the forecasted need, agent preferences, availabilities, skills, contracts and work rules. The product offers colorful and customizable graphs to track the forecasted need, scheduling effectiveness or expected service levels. Scheduling is automatic and manual adjustments are made with simple drag-and-drop actions.
- Schedule meetings or group activities at the optimal time with a couple of clicks
- Facilitate swap or absence requests without losing sight of the business need
- Run what-if scenarios all from the same, simple and user-friendly interface
Flexibility is key when dealing with complex, and often conflicting, requirements as well as when business needs change over time. Mitel WFM offers the resource planner full control over all scheduling parameters, configuration, and the balancing of the two. It is easy to schedule full time, flexible or hourly staff all at the same time or to find the unique balance between optimization, agent preferences and scheduling fairness. With Mitel WFM you can adjust your scheduling and optimization inputs and results as your needs change.
Doing more with less, that’s what you expect from your workforce management solution. Mitel delivers on this through a unique set of scheduling algorithms that produce schedules requiring less FTEs, and that can distribute resources optimally during the day or over weeks and months. Unlike other solutions, Mitel WFM is able to utilize any available flexibility in how much agents can work. This leads to schedules that are finely attuned to the workload need over any given time period (weeks, months, etc). When the unexpected does arise, regardless in which channel, it is quick and easy to respond with a remedy, by automatically re-scheduling intraday activities, bringing in hourly resources, or adding overtime – all in real time. You can do all of this while also considering any legal, contractual or individual agreements, agent preferences and scheduling fairness parameters.