Contact Center WFM

Simplified Management of Scheduling,
Forecasting, and Adherence

With WFM, managers can access team performance & efficiency data from a single, centralized location.

FEATURES OVERVIEW: TelCom USA WORKFORCE MANAGEMENT

TelCom USA Workforce Management (WFM) has the scheduling, forecasting, and adherence tools supervisors rely on built directly in TelCom USA Contact Center — eliminating the need for ad-hoc, “bolted-on” solutions and external spreadsheets.

With all of these tools in one place, managers can now easily access team performance and efficiency data from a single, centralized location. They can identify and intelligently plan for staffing needs, maximize team output, increase organizational accountability, and streamline customer-facing processes across the entire organization.

Scheduling Features

Advanced Agent Scheduling:

Fast Scheduler:

Multi-Location Support:

Multi-Shift Support:

PTO Management:

User-defined Task/Schedule Types:

Adherence Features

Performance Tracking:

Time Management Tracking:

Adherence Dashboard:

Forecasting Features & Other Features

Fast Forecasting:

Fully Integrated:

With these comprehensive WFM tools, managers are empowered to create new efficiencies and identify new ways to improve the customer experience. The end result: employees have greater accountability, which leads to quicker, more personalized and satisfying customer experiences — the kind that build loyalty and trust every time.

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