Work Center Optimization

Work Center Optimization2018-06-01T09:28:50+00:00

Maximized Efficiency

Large enterprises will continue to rely on agents in back office work centers for a long time.

Work Assignment Manager (WAM) is the intelligent path to dramatically reduced costs and faster processing of priority work.

Used daily by over 70,000 agents and managers, WAM intelligently matches work to available agents and relentlessly tracks every task through to completion.

WAM gives managers the real time metrics and tools they need to ensure backlogs are cleared and high-priority work gets done ASAP.

Load – Prioritize – Assign – Optimize

Managers can define many kinds of work tasks to WAM, and these differing tasks are intelligently matched to available agents with the right skills – ensuring that qualified resources handle all work.

WAM enables enterprises to fine-tune back office operations, balance workloads, and get the most work done at the lowest possible operating cost. WAM also informs Robotic Process Automation (RPA) initiatives, identifying the best opportunities for high ROI.

WAM has delivered huge benefits across dozens of work centers. Agents are less frustrated, customer tasks are completed more efficiently, management can more effectively schedule agent shifts, and overall operating cost is reduced.

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