LiveVox Introduces New Workforce Management Mobile App

In today’s challenging environment, particularly with the rise in remote work due to the pandemic, running a contact center efficiently while keeping customers and agents happy presents many challenges. Workers are often distributed across town, across the state, or even across the country. This presents difficulties in building a cohesive workforce that has open channels of communication and workflows.

At the same time, customer expectations are higher than ever. Today’s customers expect to be able to contact companies on demand, at any time, and their tolerance for long wait times has never been lower. Ensuring that the right agents are ready at the right time and on the right channels to resolve customer issues promptly is an ongoing challenge.

Agents today also expect more: with ongoing labor shortages, workers have no incentive to stay in jobs that are inflexible. This puts the onus on call centers to design schedules that please and accommodate workers looking for a suitable work-life balance.

Next-generation call center solutions provider LiveVox (News - Alert) recently introduced its new LiveVox WFM mobile app, which was designed to give call center managers and agents the workforce management tools they need to overcome these challenges.

"Managing agent and customer expectations has been a growing challenge for organizations for the last couple of years, as both cohorts have demanded more control and personalization," said LiveVox CEO Louis Summe (News - Alert). "However, these challenges have been amplified by the rapid acceleration in remote work. These factors have caused contact centers to seek new, and increasingly automated, solutions. Today’s contact center needs an AI-assisted and flexible technology. A need that LiveVox WFM and our out-of-the-box AI-enabled solutions address."

LiveVox WFM’s key capabilities include:

Agent scheduling. Fast and accurate schedule optimization for fixed, floating, and rotating schedules.

Forecasting. Includes skill-based omnichannel forecasting and user-definable data selection with the ability to include spreadsheet data into forecasts.

Automated schedule adjustment plans. This is an on-demand toolkit that enables analysts to create, save, and re-use an unlimited number of customizable adjustment strategies.

Communication framework. An integrated messaging framework allows the entire call center team to interact across five distinct bi-directional communications channels.

Automated schedule attendance monitor. Integrated with the agent mobile app, this provides an automated and streamlined approach to track agent attendance.

Reporting. Finally, the LiveVox WFM solution includes a full set of reports providing the KPIs needed for efficient workforce management execution.

Edited by Luke Bellos