Workload Management

Contact centers receive interactions from different channels which include voice, web, email, fax, etc.  Some interactions are fully satisfied by the contact center agent while servicing the interaction.  However, many require post-interaction work to satisfy the request.  This post-interaction work often utilizes disconnected/offline work flow processes, resulting in an ineffective end to end interaction. 

In our experience, most contact centers have invested in solutions to intelligently deliver calls to their workforce. While focusing on call delivery is a critical component to efficiency, organizations need to focus on disconnected work flow processes to achieve true operational efficiency.

At Ponvia, our team of experts can help optimize your offline work such as email, fax, and back-end administrative processes. Our experience includes:

• Intelligent routing for offline processes
• Workload forecasting
• Workload analytics/KPIs