Contact Center Solutions Featured Article

WorkFlex Introduces WorkFlex Alert for Call Center Administrators

March 17, 2011

WorkFlex Solutions, the major player in call center intraday workforce optimization, has launched WorkFlex Alert, a powerful SaaS product for call center operators.

To monitor key utilization and performance indicators, WorkFlex Alert applies real-time decisioning and flexible communications methodologies. The product also automatically alerts agents and/or supervisors as to issues and corrective actions that need to be taken, to ensure optimal agent performance in the call center.

WorkFlex Alert continually monitors a multitude of key performance indicators such as Average Handle Time, Service Level, Customer Satisfaction, and Occupancy. It also shifts the performance management paradigm in the call center from reactive to proactive and improves performance management effectiveness of call center operators.

The time and energy required by workforce administrators to manually analyzing performance metrics and communicate issues, is also significantly reduced by WorkFlex.  

This powerful SaaS product can also be used for everything from providing agents with reminders of upcoming shifts, breaks or training/coaching sessions to automatically notifying supervisors when certain agent adherence or performance metrics fall outside of acceptable guidelines. In addition to these, WorkFlex Alert also has the ability to communicate via voice, email, SMS or Screen Pop, ensures that Alerts are always effectively delivered.

“WorkFlex Alert leverages the same powerful decision engine and flexible communication capabilities that are in WorkFlex Manager our flagship automated intraday staffing product," said Mitesh Desai, COO of WorkFlex Solutions LLC, in a press release. “This makes it easy for administrators to configure rules that define conditions under which alerts are created and ensures that the right message gets to the right agent or supervisor at the right time”.

In related news, Aditya Birla Minacs, a global business solutions company, has successfully deployed WorkFlex Manager at several of its outsourced call centers.

Deepika Mala is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Jennifer Russell