Ever wished for a more streamlined way to manage your contact center agents and eliminate the headaches of scheduling? As a leading partner of Zoom, we at Vicom understand the challenges of leading a customer support team or managing a call or contact center.
The questions are all too familiar: How many agents do I need? Are they scheduled at the right time? Are their workloads manageable? Are they as productive as they need to be? How does this impact the customer experience? We understand. Trying to staff a team during peak call times is difficult. Meeting your KPIs and customer service benchmarks without a clear view of your agents’ performance can be overwhelming.
That’s why we’re thrilled to bring you Zoom’s first offering from their Workforce Engagement Management suite: Zoom Workforce Management. Unlike other standalone workforce management solutions, Zoom’s offering eliminates the need for multiple vendors. It’s fully integrated with Zoom’s cloud contact center to help you streamline communications, manage agent needs, and transform your customer experience all from a single, unified platform.
Zoom’s workforce management software is the latest addition to the suite of customer experience solutions that Vicom can help integrate into your business. While our AI chatbot helps customers self-serve and reduce heavy call burdens for agents, Zoom Workforce Management helps streamline forecasting, predict agent workload, and more accurately estimate headcount to keep agents happy and deliver positive customer interactions.
Imagine being able to use real data to manage and schedule employees instead of just guessing. Zoom’s workforce management software includes three key areas to help you deploy the right agents at the right time: Forecasting, Scheduling, and Intraday management.
We believe that generating a positive customer experience often begins with happy employees. When agents are stressed and overworked, it’s hard to make a great first impression and deliver excellent support that keeps customers coming back. That’s why Vicom is proud to partner with Zoom to provide a workforce management solution that’s easy to use, intuitive, and reliable.
Ready to transform your contact center operations? Contact Vicom today to learn how we can help you integrate Zoom’s Workforce Management into your business and increase agent engagement with our customer experience solutions.