AvayaWFO教案分析.ppt

* Frees up manager and supervisor time from time-consuming administrative tasks. This allows them to spend more time on 1:1 coaching and other productivity and performance enhancing value add activities. * Recognizing that your environment and priorities can change, Director Enterprise provides the unique ability to manage the right balance between employee satisfaction and cost. Full web-based capabilities allow your agents to participate in the scheduling process by managing their own scheduling preferences on the web, and allowing them to submit and manage their own time off, such as vacation requests. This… Lets you better spend your management time Provides a multitude of options to meet individual agent schedule needs The best path to successful management of your center (and deployment of your WFM applications) is to show agents how they benefit from WFM. The only way to do this is to involve them, which Blue Pumpkin naturally does through a series of web-based tools that involve agents in the scheduling process. [Internal Note: As of this writing IEX does not have a web-based agent-preferences capability. Managing preferences through the web requires their very complex shift-bidding implementation. IEX also does NOT have a web-based facility for managing time-off requests.] * This slide covers what is currently included out of the box for integrations, base measures, and KPIs. This is intentionally an “eye chart.” Detail slides are in back of the deck Point of this slide is more to show comprehensiveness. Note: The “Add’l ACDs, Clarify, Onyx” box is separate because these will be more expensive integrations at this time (Advisor 4.2), requiring services to fully implement the plug-in. * * * I shared a lot about how we help to improve agent satisfaction and morale. This slide captures the flexibility and power of our shift bidding capability Moving beyond schedule preferences, Shift Bidding improves employee say by letting agents directly sel