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Ratings and Reviews 0 Ratings
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What is Globitel Workforce Management (WFM)?
Organizations can gain valuable insights into their agents' activities and the techniques employed to execute those tasks. Globitel’s Workforce Management software offers a sophisticated suite of tools aimed at improving productivity within call center environments while also enabling real-time compliance monitoring. This is achieved through the strategic optimization of workforce resources via accurate forecasting, resulting in the development of more efficient schedules. By aligning the availability of skilled agents with anticipated traffic patterns throughout the day, this method not only guarantees that service levels are upheld but also reduces underutilization, thus enhancing overall efficiency and ensuring agent satisfaction. In addition, Globitel's Workforce Management software features advanced modules designed for smarter workforce management, which include essential functions like scheduling, forecasting, real-time monitoring, and oversight of key operational metrics such as call volumes, handling times, and agent shifts. Moreover, the program's adaptability facilitates quick adjustments to meet varying demand, enabling call centers to respond effectively to any changes in circumstances. This comprehensive approach ultimately supports the continuous improvement of operational performance and service quality.
What is Globitel Performance Management System (PMP)?
Globitel’s Performance Management Platform enhances the real-time assessment and monitoring of customer engagement center effectiveness. By integrating and processing information from multiple platforms via a single interface, this solution simplifies data handling. It also allows agents to monitor their performance metrics while overseeing their incentive plans and evaluations, which leads to lower operational costs and improved service efficiency. Valuable insights into agent performance are gathered from all interconnected call center systems, including Automatic Call Distribution (ACD), Quality Monitoring System (QMS), Workforce Management (WFM), and E-Learning components, among others. Furthermore, the platform features a versatile KPI builder that enables call center managers to implement a variety of functionalities according to their specific requirements, thus supporting informed decision-making and enhanced performance strategies. This innovative system ultimately not only cultivates a more efficient environment for agents but also strengthens management's capability to drive productivity and success within the center. Through continuous improvement and adaptability, the platform aims to keep pace with the evolving demands of customer engagement.
Integrations Supported
Additional information not provided
Integrations Supported
Additional information not provided
API Availability
Has API
API Availability
Has API
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Pricing Information
Pricing not provided.
Free Trial Offered?
Free Version
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Supported Platforms
SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Customer Service / Support
Standard Support
24 Hour Support
Web-Based Support
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Training Options
Documentation Hub
Webinars
Online Training
On-Site Training
Company Facts
Organization Name
Globitel
Date Founded
1996
Company Location
Jordan
Company Website
www.globitel.com/workforce-management/
Company Facts
Organization Name
Globitel
Date Founded
1996
Company Location
Jordan
Company Website
www.globitel.com
Categories and Features
Workforce Management
Budgeting & Forecasting
Contractor Management
Employee Lifecycle Management
Labor Projection
Performance Appraisal
Recruiting Management
Scheduling
Skills Tracking
Time & Attendance
Variable Workforce
Categories and Features
Business Performance Management
Ad Hoc Reports
Ad hoc Analysis
Budgeting & Forecasting
Consolidation / Roll-Up
Dashboard
Key Performance Indicators
Predictive Analytics
Qualitative Analysis
Quantitative Analysis
Scorecarding
Strategic Planning