LiveVox Products | WFO
Get the best out of your team with intelligent schedules that leverage operational and agent insights.
Key Benefits of Agent Scheduling
Balance agent needs by automating schedules that balance shift rules, work hours, breaks, off times, demand forecasting, and the skills of your personnel.
Eliminate manual processes
Leave behind clunky processes that involve spreadsheets being sent over email or stuck to the office wall. Create and distribute smart schedules efficiently and effectively across all constituencies via one easy-to-use interface.
Share and empower
Agents receive schedules directly to their desktop or phone. Schedule updates can be made and shared live and you can turn on the ability for agents to swap shifts and request changes.
Smart data for smart schedules
All of the data on LiveVox’s platform is unified and accessible, meaning that when you create schedules you can easily take into account all the relevant factors that will help you to drive operational efficiency as well as agent performance and satisfaction.
To take agent scheduling one step further, LiveVox’s Business Intelligence and Performance Analytics solution can be leveraged to match agent schedules with multichannel volume trends, CSAT scores, and other factors that impact how you manage your workforce.
Find out more about LiveVox Business Intelligence and Performance Analytics.
How you schedule is a major factor in your agents’ overall experience. Doing so in a way that takes into account agent needs and professional skills, as well as allowing them to easily request changes and swap shifts will make for a better working environment, better performance and ultimately improve agent retention.
Agents can access their schedules directly on LiveVox’s Configurable Agent Desktop along with other key information that helps facilitate a better customer and agent experience.
Find out more about our Configurable Agent Desktops.
One less thing to worry about
Scheduling is a necessity, but ultimately the less time you have to spend doing it the better. By replacing manual processes with an automated approach that allows you to create schedules both more efficiently and more effectively, you can free up time to concentrate on other strategic priorities.
In addition to agent scheduling, LiveVox’s CRM capability can help you automate other contact center processes with trigger-based event creation.
Find out more about LiveVox’s Unified CRM.
Agent Scheduling in Action
LiveVox WFO Features
- Integrated Performance Analytics
- 150+ Out of Box Advanced Reports
- Agent, Multichannel, and Quality Management Data
- Drag and Drop Visual UI
- Reporting Distribution and Access Controls
- CSAT Analysis
- Agent Scorecards
- Agent Work Queue
- Coaching and E-Learning
- Voice and Multichannel Inbox
- Schedule and Shift Adherence and Management
- Content Library
- Machine Learning Models
- Native CRM and Channel Functionality
Why Choose LiveVox?
Better Customer Experience
Agents engage via configurable workflows in tailored desktops. The tailored desktops have the benefit of key consumer profile information and interaction history, to provide superior customer experiences.
One Unified Platform
All LiveVox capabilities are accessed via a single, secure, cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.
Supplement rather than replace your existing systems of record and CRMs via our open APIs so agents get up and running quickly.
Reduced Total Cost of Ownership
Drive performance and stay on top of security requirements while also reducing operational and capital expenditures.
Comprehensive compliance controls including consent and revocation management as well as CTIA industry guide and TCPA and CAN-SPAM regulations.
Customer Channels of Choice
Engage with customers in the places they want to be including Voice, Email, SMS, and Web Chat and unite all conversations.