Workforce Management

WFM data is everything in the new era of customer service.

We meet all your WFM and Employee Engagement needs

SVL provide a range of workforce management (WFM) applications to enhance employee performance, improve resource planning, streamline time-consuming tasks and give visibility across all sites and lines of business.

Our WFM solutions enable contact centres to proactively manage and quickly respond to changing conditions to deliver customer-winning service at the lowest possible operating cost.

We work with global partners including NICE WFM and Calabrio to provide cutting-edge solutions.

Cutting-edge applications

SVL’s range of workforce management applications enhance employee performance, improve resource planning, streamline time-consuming tasks and give visibility across all sites and lines of business. A web-portal and mobile app help engage and empower agents to manage their schedules and skills improvement programmes.

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Reporting and SCHEDULING

With up-to-date intra-day reporting and optimised scheduling to meet your organisation’s needs, preferences and rules, you can be sure that the right agents with the right skills are available at the right time.

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Agent Empowerment

Agents are empowered to manage their schedules and skills improvement programmes whilst managers have more time to focus their attention on areas that will have the most impact on contact centre performance

Employee Engagement Manager

EEM is a solution which can help give your employees a better work/life balance in this busy world we all live in. It streamlines scheduling operations and automates otherwise time consuming intraday activities.

With Intraday automation, the system continually monitors and updates net staffing and automatically takes action when thresholds you set are triggered.

EEM applies organisation-specific rules to optimise staffing & performance and proactively alerts employees, supervisors and workforce managers with the information they need to work more effectively.

Employees are provided with an App which gives them anytime, anywhere access to opportunities to swap or change a shift, apply for time off, extra hours or overtime. With continual screen refreshing and instant approval, your staff can be guaranteed a real time response.

EEM automatically engages employees via mobile, text or email offering extra hours, O.T. or time off. Robust rules determine the interested and eligible employees and the order that they are contacted, and this continues until conditions are resolved.
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NICE Workforce Optimisation

SVL in partnership with NICE connects powerful real-time speech and text analytics guide interactions to enhance first call resolution rates and deliver the best experience for every customer.

Nice Wfm

Teleopti

SVL and Teleopti provides a feature-rich WFM solution that enables contact centres to select and configure the approach that works best with forecasting tools including trend and seasonal analysis.

Teleopti

Clients

We have a wide range of clients over multiple sectors

Our Clients

Talk to us

We are here to help you with any enquiries you may have. From large multi-nationals needing Enterprise Solutions through Blue-light and the Public Sector to smaller organisations just starting, SVL will be your trusted partner. Please fill out this form. or give us a call on 01355 900000 and we will be delighted to help you.