SUNNYVALE, Calif., April 4, 2022 / PRNewswire/ – Playvoxthe leading CRM-connected omnichannel contact center provider of Workforce Engagement Management solutions, is launching its new Capacity Planner solution in Society for Workforce Planning Professionals Annual Conference April 4-6 in NashvilleTenn.
The reimagined Capacity Planner shifts long-term forecasting from a one-and-done annual burden, toward a dynamic, integrated part of workforce management. This latest functionality is seamlessly integrated with ongoing scheduling and supports visibility, long-term workforce budgeting and forecasting, and dynamic staff planning.
Capturing the shortcomings and the current business environment presents contact center leaders with unique challenges. Using Capacity Planner, which is part of the Playvox Workforce Management solution, contact center leaders can:
- Create staffing scenarios to ensure they meet need and their budgets;
- Access projections based on historical data, actual and projected demand, and expected market changes;
- Identify contact center resource needs based on how retirement, leave and attrition projections affect staffing and hiring; at
- Determine how and when to measure workforce levels to reduce risks, while also addressing recruitment, recession and retrenchment bottlenecks.
Sa 8:45 am CT on WednesdayApril 6, Kristyn EmeneckerPlayvox’s Chief Product and Strategy Officer, will lead the SWPP Annual Conference workshop, “And Now We Are ROC – Radical Operational Capacity Planning. ” The session focuses on how to define and implement dynamic capacity planning in modern real-time contact centers. Emenecker will also cover the top five ways capacity planning must change to effectively meet day-to-day scheduling needs.
“Capacity Planner enables Playvox customers to successfully and quickly navigate these times of economic disruption and technology change,” Emenecker said. “We are proud to launch this reimagined product during the SWPP Annual Conference, and to give attendees a first look at this exciting new step in long-term planning for service operations.”
About Playvox:
Playvox’s super -simple Workforce Engagement Management (WEM) solutions transform customer care. We understand that exceptional employee engagement creates extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee and every interaction. . Playvox powers the world’s fastest growing brands and proudly serves expanding DX pioneers such as Noom, NuBank, SoFi, Stitch Fix, Twitter and Zendesk. Our agent-empowering suite of scheduling, performance, learning, quality feedback and gamification lives seamlessly in the modern operations support ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow and Zendesk.
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