UJET Workforce Management
Simple, Flexible Forecasting & Scheduling for the Modern Workforce
With remote and hybrid work becoming the new normal, managing contact center staffing has become more complicated than ever before. UJET Workforce Management (WFM) delivers simple, flexible, real-time forecasting, scheduling, and adherence monitoring, all on one easy-to-use and quick to deploy platform.
Intelligent, Flexible Forecasting
Quickly and easily create highly accurate omnichannel forecasts that model staffing requirements using both historical and real-time data. Unlimited interval, weekly, and monthly patterns and in-forecast updates provide day-to-day flexibility so you can make changes on the fly, or set it and forget it.
Dynamic Scheduling to Optimize Staffing
Save time by automating scheduling based on expected staffing needs, allowing agents to pick their schedule based on availability and skillset, or a combination of the two. UJET WFM is customizable and flexible so you can create schedules that account for agent skills, time zones, channel coverage, employee time-off requests, and more.
UJET WFM Benefits
Improve Agent Retention
UJET WFM delivers communication and self-service tools that make it easy for employees to interact with each other, select the shifts that work best for their availability and skills, submit requests for shift coverage, trades and time off, and see how they are progressing toward individual and team goals.
Make Smarter Decisions in Real Time
Get real-time visibility into customer service levels and agent performance with powerful advanced reporting features. UJET WFM makes it easy for managers and team leaders to respond to shifting trends in real time, minimizing over or under staffing, and ensuring the best possible customer experience.
Schedule Adherence Made Easy
UJET WFM helps you avoid costly mistakes by providing agents and supervisors with real-time access to adherence and performance monitoring to ensure that agents are in the right place at the right time, so there are no gaps in your customer service experience.
