ARGUS WFM CC – ARGUS WorkForce Management for Contact Center

ARGUS WFM CC is an integrated approach to contact center management

In today’s increasingly complex contact center your employees need a powerful combination of tools to meet rapidly growing customer expectations. How to keep your employees satisfaction level aligned with your customer engagement strategy and business profitability? Use workforce management tools to deliver on all your business objectives, boosting the contact center efficiency and the quality of customer experience!

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Learn more about the ARGUS WFM CC
system in just 5 minutes!

Features

Forecasting

The system generates a traffic load forecast based on historic call centers
data and calculates the need for agents.

high accuracy.

from 15-minute intervals a day to a month and a year. You will be able to
analyze the need for employees and adjust the staff: reduce staff or hire
additional agents if the existing employees fail to cope with their work.

The system will help calculate the need for additional agents during periods
of high demand for CC services.

Your employees will see one-time bursts and traffic dips and eliminate them
when making a forecast to improve its accuracy.

a wide horizon of forecasting:

consideration of seasonality.

the forecast visualization.

Taking into account the special events and promotions.

Comparison between the forecasted and actual traffic schedule.

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Scheduling

When scheduling,the system takes into account a lot of criteria, so that the result is the
most profitable for your CC:

you set the rules and the system simply uses them.

business rules and standards, labor laws, work schedules, agents' feedback and more -

multi-skilled agents.

Do your agents have skills to work in multiple projects at the same time? The system will
calculate participating percentage in the project for each agent (taking into account the
forecasted load), and you’ll reliably save on the labor compensation fund.

alternative schedule optimization modes:

minimum costs vs. maximum quality. You choose what is now in priority, and the system
updates the schedule.

planning breaks and meetings.

The system will select the most suitable time for training events and technological breaks,
taking into account the CC load.

balancing the agents’ efficiency.

The system monitors whether the agents are loaded evenly during the reporting period: no
overwork, for which you have to pay more, and no shortcomings that reduce the employee’s
loyalty.

work with backup agents.

The system allows to group the agents into office agents and home agents, which are invited
in case of insufficient office agents. This maintains the service level with minimal cost.
Agent's personal account.

At any time, the agent can not only see his/her current work schedule, but influence on
it. The ARGUS WFM CC system allows:

Agents specify their preferences beforehand and an advanced algorithm does the
assignment taking all constraints (as much as possible) into account.

The agent can exchange his shift with a colleague without long approvals and
paperwork.

The agent can "pick up" the burning shift and earn more.

taking into account the work time preferences.

shifts exchange.

the possibility of part-time work.
Online monitoring

All critical performance indicators of the contact center are displayed in
a single window, which greatly facilitates their control and accelerates the problems
resolution. If they do not meet the required standards, the supervisor receives a
push notification. In addition, the supervisor may:

The agent only needs to accept or reject the offer.

The supervisor sees which of the agents deviates from the schedule, and may send them
a push-notification.

call the agent to work using instant messengers in case of insufficient agents
or sharply increased workload.

monitor the agents.
Reports

Your contact center’s effectiveness is shown in specific figures and
indicators:

- you can see how much each agent has worked

- easy integration with accounting systems will save you time.

recording the agents’ efficiency

T13 form report for labor compensation fund

Forecasting and planning

ARGUS WFM CC provides the set of handy tools for quick
and accurate data processing, in order to create accurate forecasts,
short- and long-term plans with accounting of all the essential
factors in several hours instead of weeks!

From over a year down to 5 minutes level

Plan your needs in extra agents for high demand periods.

Forecasts for any time frame

Seasonality and call volume trends accounting

The forecast visualization

Adding knowledge about future campaigns

Agent’s shift schedule templates, work plans, vacation planning
Scheduling

Automated scheduling processes, enabled by ARGUS
WFM CC, afford to reduce overstaffing and overtime,
which definitely lead to cutting budgets on payroll and
save time for providing better service

Company business rules, labour legislation, service level
restrictions - everything is taken into account for schedules
producing.

rule-based scheduling

multi-skill and multi-channel scheduling

Provide flexible intra-day activities scheduling
in complex multi-skill and multi-channel environments

alternative schedule optimization modes: minimum costs
vs. maximum quality.

Manual priorities setting for quick schedules update.

trainings/meetings/breaks scheduling

The system will select the most suitable time for trainings,
meetings and other breaks, accounting the call volume.
Tools for agents

The agent can exchange his shift with a colleague without
long-time approvals and paperwork.

The agent can "pick up" the burning shift and earn more.

Schedule overview at any time and place

Shifts trading

Overtime work requests

Empower agents with handy tools for entering their availability,
shift preferences and other requests, to drive higher loyalty and
help them to deliver better service for your customers.

Availability and shift preferences indication

Vacations requests and other ad-hoc absences
Real-time performance management

Get an overview of the current situation with the most up-to-date
information on the flexible dashboards, which enable to monitor
and balance the key contact center metrics.

Monitoring forecast accuracy and service level

Employee schedule adherence

Supervisor and agents alerts with immediate proactive notifications

Alert rules settings
Analytical module

Analytical module affords to build not only standard reports,
which are common for most contact centers, but also the customized
ones.

Agent performance report + KPI (occupancy, utilisation, absenteeism),
payroll report, forecast accuracy report etc.

Report design tool allows producing non-typical reports according to your
needs, without involving developers.

Standard reports

Customized reports

What are the key benefits with ARGUS WFM CC?

It’s simple!
You will save budgets on payroll and precious time, which you can invest in CC development and customer service improvement!

Get rid of routine!
Your employees will no longer spend several hours a day on forecasting, planning and scheduling – the system will perform all the calculations in a few minutes!

Stop the high turnover
Empower agents with handy tools for entering their availability, shift preferences and other requests, to drive higher loyalty and help them to deliver better service for your customers.

Constant SL
Deviation is not more than 3%.

Flexible settings
The system can be adjusted to any contact center requirements: business rules,
shift schedules, agents’ requests etc.

Nothing extra
Friendly interface and only necessary tools

In touch with changes, at any time and place
Contact center operation management is easier than ever with immediate proactive alerts for your staff.

Take a step ahead
Use the report design tool to create various types of reports according to your needs, without involving developers.

Calculate economic benefits for my contact center

We know how that’s important!

Reputable Russian
company, operating since 1999