Workforce Management
Start towards better customer experience with WFM.
WFM systems help optimize staffing and increase forecast accuracy so you always have the right number of agents available at the right time. Minimize administrative effort, improve agent engagement and schedule adherence, and reduce labor costs with CxEngage WFM solutions.
Workforce management made easy.
Utilize Lifesize CxEngage’s full complement of WFM tools, from time management and evaluation to metrics and recognition.
Forecast
Forecast workloads across channels including chat, email, voice, SMS and Facebook. Create multiple versions of the forecast to analyze staffing needs for different scenarios.
Schedule
Produce schedules within minutes. Handle unexpected events like absences or changes in call volume more easily with single-day reoptimization.
Monitor
Analyze and adjust schedules with real-time adherence and forecasting reports. Know what’s going on at all times to improve real-time coaching and solve issues as they occur throughout the day.
Report
See what matters to your organization with customizable dashboards. Keep track of late arrivals and early departures, break adherence, call traffic and more to analyze contact center performance.
Rely on powerful and flexible WFM solutions.
Increase workforce productivity, reduce agent attrition and save administration resources with real-time monitoring powered by a robust forecasting and schedule optimization engine.
Drive insights with supervisor dashboards.
Provide supervisors with user-friendly dashboards and data to efficiently monitor and manage operations. Display real-time WFM insights, including:
• Performance: SLAs, Queue Abandons, Work Rejected
• Handling: Average Handle Time, Average Answer Time, Max Handle Time
• Interaction: Interaction Volume, Work Offered, Work Accepted
CXEngage – the Human-Centric Contact Center
Transform your Contact Center by moving to Lifesize.
Create customers for life with native Omnichannel and video capabilities delivered on the most usable Contact Center platform.
Try us out with our special offer:
Gartner Peer Insights
“Nearly infinitely moldable to fit your contact center needs.”
Join leading organizations around the world serving customers with Lifesize contact center solutions.
Lifesize Solutions
Make the future of work effortless.
We bring over a decade of know-how to deliver trusted cloud contact center and video meeting solutions that help your business run smoothly today — and tomorrow.
Modernize Your Contact Center
Deliver consistent agent experience and customer engagement that will differentiate your brand.
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![Nuffield Logo]()
“The contact center platform has far exceeded expectations. We can be dynamic and flexible…it’s put us in a much better position, both when it comes to understanding patient needs and addressing them.”
Lucy Balmer, Head of Contact Centers & Shared Services, Nuffield Health
Learn how Nuffield Health communicates better
Work better with the latest trends and tips.
Best Practices
Workforce Management Guide for Contact Center Leaders (& Why it’s Important)
There are two constants in the contact center. Customer expectations are evolving, and contact center leaders…
