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Contact Centers

Reduce staffing costs with dynamic optimization of shifts, according to changing demand

A positive customer experience is essential for both attracting and retaining customers. ClickSoftware offers contact centers a real-time, optimized shift-planning and workforce-management solution to manage resource capacity as well as employees’ personal skills, availability, preferences, telephone response times and all other relevant business factors in order to provide exceptional customer service, increase agent satisfaction and drive operational efficiencies across the board.


Benefits:


  • Serve customers more efficiently and better manage assets, while lowering costs and enhancing the quality of service
  • Improve your relationships with customers by instantly connecting them to the correct operator
  • Use workload forecasting to improve capacity planning, thus increasing efficiency while staying within budget
  • Maintain an automatic and optimized work process (forecasting, planning, assigning) that still allows for manual intervention
  • Monitor real-time conditions versus work plan, execute real-time modification and adjustments

Customers expect fast and efficient service when they interact with service organizations, and their first impression of an organization’s service is long-lasting. Thus organizations must ensure that customers’ calls are answered quickly and effectively.

Please contact us for more information on how we can help your organization achieve these goals.

Free Download of Gartner Magic Quadrant for Field Service Management 2013

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Building a Mobile Strategy

Effective Shift Planning for Call Centers

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