Workforce management

PerformanceEdge has announced that workforce management capabilities will be available in eWorkforce Management 7.2. These features are intended to streamline the scheduling process.

It will also offer an enhancement package for scheduling physical positions for front- and back-office staff.

The Reserve package enables users to maximise how they use existing workstations as well as training room facilities to automate the seat planning process, by matching up the right seats with the appropriate agents.

It can reduce real estate and administrative costs by enabling flexible seating or hot desking in an automated fashion. Companies can assign seats across teams, floors, sites and facilities automatically.

Other features include scheduling and assignment capabilities with the ability to create team-based schedules or to schedule for one month at a time, as well as extended synchronisation with the ability to use quality scores and other key performance indicators (KPIs) to schedule coaching and classroom training sessions.