Workforce Management Featured Article
Playvox to Debut Capacity Planner Module of Workforce Engagement Management Solution
In the call center of 2022, hiring shortages and the current business environment present contact center leaders with unique challenges. Workforce management and scheduling has always been something of an advanced art and science, but labor shortages, quarantines and employee illness has added even more challenges.
Workforce management solutions provider Playvox recently announced it is launching its new Capacity Planner solution this week at the Society for Workforce Planning Professionals Annual Conference in Nashville. The Capacity Planner, which is part of the Playvox Workforce Management solution, will move long-term forecasting from a one-and-done annual burden to a dynamic, integrated component of workforce management, according to the company. The new functionality will integrate with ongoing scheduling and supports visibility, long-term workforce budgeting and forecasting, and dynamic staff planning.
Sunnyvale, California-based Playvox’s Workforce Engagement Management (WEM) solution offers functionality for scheduling, performance, learning, quality feedback and gamification, and integrates with modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow (News - Alert) and Zendesk.
The Capacity Planner will allow users to create staffing scenarios to ensure they can meet demand and their budgets; access projections based on historical data, actual and projected demand, and forecasted market shifts; pinpoint contact center resource needs based on how shrinkage, leave and attrition projections will impact staffing and hiring; and determine how and when to scale workforce levels in order to mitigate risks, while also addressing recruitment bottlenecks, shrinkage and leave.
"The Capacity Planner enables Playvox's customers to successfully and nimbly navigate these times of economic disruption and technology transformation," said Kristyn Emenecker, Playvox's Chief Product and Strategy Officer, in a statement. "We're proud to launch this reimagined product during the SWPP Annual Conference, and to give attendees the first look at this exciting new take on long-term planning for service operations."
Edited by Maurice Nagle
