Puzzel WFM Lite
Comprehensive workforce management capabilities including:
- Forecasting
- Scheduling
- Client & Agent Portal
- Reporting
Puzzel WFM
Part of the Puzzel Customer Service Platform
The Workforce Management solution designed for you – fast to deploy and simple to use.
Quickly build a high-performance, more efficient workforce
Puzzel WFM is our Workforce Management solution that lives in the cloud as a constituent part of the award-winning Puzzel Customer Service Platform. Puzzel WFM enables contact centre managers to accurately forecast and schedule staffing requirements – which all help to deliver an exceptional customer service.
Why contact centres are turning to Puzzel WFM
- A workforce management solution optimised just for Contact Centres
- A powerful suite of tools, that are intuitive to understand and easy to use
- Cost-effective, flexible and scalable. Puzzel WFM is quick to implement and suited to businesses of all shapes and sizes
- Securely hosted within an enterprise-grade cloud infrastructure. Upgrades, security-patching and version control are seamlessly optimised.
Puzzel WFM – at a glance
Puzzel WFM provides an easy-to-use, cloud-based platform which enables forecasting and scheduling for your entire contact centre workforce. Along with many additional functions designed to increase agent retention and reduce administrative overheads. It has established real-time and historic connectors to integrate with your existing contact centre solution when run independently from the Puzzel Customer Service Platform.
Accurate Forecasting
Base forecasts on auto captured historical trends direct from your contact centre.
Optimised Scheduling
Schedule your agents to be in the best place possible to achieve the highest service level for your customers.
Real-Time Adherence (RTA)
Gain immediate insight into agent performance to support real-time decision making.
Puzzel WFM – features in detail
Accurate forecasting
Our multi-skill forecasting tool will have you creating, editing and finalising demand for your contact centre in no time.
Forecasting in contact centres can be a long and challenging task when working solely with Excel spreadsheets, especially in today’s multi-skill, omnichannel world. Puzzel WFM’s intuitive solution design makes this process straightforward for both first time analysts and established resource professionals.
Optimised scheduling
Our super fast scheduler not only provides instant optimised schedules, it also allows you to make real-time changes, so your centre can boost service levels to cope with sudden changes in available employees.
Our simple, yet powerful technology provides a multi-skill, multi-media scheduling system which gives you full control. It includes rotational shifts along with outstanding agent optimisation as standard. As part of Intraday Management you can drag and drop any part of an agent’s shift or add activities at any time.
Real-Time Adherence (RTA)
Gain insight into agent performance to support real-time decision making.
Each agent’s real-time status is graphically displayed, showing what the agent is doing versus what they should be doing and highlighting any differences. Supervisors can easily see at a glance how their teams are performing and immediately identify good and poor agent behaviour. This allows any needed action to be taken real-time and ensures customer service levels continue to be met.
The Puzzel principle
Our solutions all share some core features which we believe are essential to maximising agent engagement and customer experience.
Customised portals, intuitive user-interfaces and intelligent monitoring help deliver a first-class service.
Trusted by award-winning businesses
Puzzel’s complete eco-system intelligently integrates with leading technologies
Hosted in our enterprise cloud infrastructure, the Puzzel Customer Service Platform combines WFM with our Contact Centre solution, Ticketing and AI solutions.
Customisable to create your own personalised customer service solution using fully integrated products from our technology partners on the Puzzel Marketplace.
Three great packages to choose from:
WFM Lite, Full Package or Puzzel Customer Service Platform
Puzzel WFM Full Package
All the features from the WFM Lite package
- Real-Time Adherence
- Online e-learning
- Integration to ACD
- Welcome Workshop
- Welcome Training
Puzzel Customer Service Platform
Maximise your customer experience and contact centre efficiency with Puzzel Customer Service Platform
- Puzzel Contact Cente
- Puzzel WFM
- Puzzel Ticketing
- Personalise your own solution using Puzzel Marketplace
All you need for seamless integration
Puzzel Marketplace offers out-of-the-box integrations and upgrades to enhance your customer service system, allowing your Puzzel customer service solution to grow with your business.
Frequently Asked Questions
Workforce Management (WFM) are software solutions that enable organisations and businesses to optimise their staff working schedule. This ensures that people are assigned to the most appropriate tasks for their skills and customer service experience is always optimised.
Contact Centres are complex business units, often with large teams of agents with different levels of skill, knowledge and experience. Some Contact Centres may even combine in-house, offshore and remote workforces so a robust Workforce Management (WFM) system is essential for scheduling staff, forecasting requirements and optimising the customer experience (CX). Frequent staff turnover can be costly, and impacts negatively on morale and productivity. The best Workforce Management systems actively reduce attrition and absences by improving manager-agent communications and providing the framework for e-learning and Continuous Professional Development (CPD).
Scheduling, accurate forecasting and Real-Time Adherence (RTA), are central requirements for all good Workforce Management (WFM) systems, but especially important perhaps for Contact Centres were failing to put a system in place impacts the centre’s efficiency and the overall customer experience (CX). In addition, Contact Centres should look for Automatic Call Distribution (ACD) integration and custom reporting and analysis that provides the data needed for continuous improvement.
Cloud-based solutions are viewed increasingly more favourably over legacy, on-premises solutions. Cloud-based Workforce Management (WFM) systems are more flexible, scalable and manageable as they can be deployed more quickly and they allow Contact Centre managers to combine complex blends of in-house, offshore and remote workforces. Contact Centre businesses should also consider working with Workforce Management solutions that have specific expertise in their sector – this will streamline the initial deployment process and maximise solution utilisation. An option that focuses on Agent retention is also essential, and you should also look for a solution that can easily integrate with your other Contact Centre solutions such as your omnichannel platform, ticketing system and Customer Relationship Management (CRM) system.
Spreadsheets provide a quick-fix for Workforce Management, but they are unwieldy and unsustainable. Most of all, they are extremely prone to human error – either in the formulation or data input. Spreadsheets can, however, often provide a good prototype to illustrate what the Contact Centre business requires. This can rapidly speed up the transference for Contact Centres who switch to a robust cloud-based Workforce Management (WFM) solution. A WFM provider that understands your business and sector can take your spreadsheet data and migrate to a custom solution with little or no impact on your day to day operations.
