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.

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Customer on the phone with customer success team

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.

call center as a service

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.

Professional Services

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

Supervisors Dashboard
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:

  • 3 months off license costs
  • Free native, HD video for every agent
  • Minimum 2 year term beginning at the end of the free months period
professional contact center agent engaging in a customer call
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Gartner Peer Insights

“Nearly infinitely moldable to fit your contact center needs.”

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Gartner Peer Insights

“Impressed, and such a great team to partner with.”

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Gartner Peer Insights

“Very happy with the implementation in our contact center.”

Join leading organizations around the world serving customers with Lifesize contact center solutions.

Start connecting and grow happier, with Lifesize.

Contact our team to find out what we can do for you.

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