At 110 Global, we understand the unique challenges faced by contact centers, from managing a diverse workforce to meeting customer demands efficiently. Our WFM software is your solution to address these challenges and more. Here's how it can benefit your contact center
Demand Forecasting
This involves using historical data, trends, and seasonality to predict how many customer interactions (such as phone calls, emails, chats) are likely to occur in the future. Accurate forecasting is crucial for proper staffing.
Agent Scheduling
Once the demand is forecasted, WFM professionals create agent schedules that align with predicted demand. This includes assigning agents to specific shifts, considering their skills and preferences, and ensuring adequate coverage during peak times.
Resource Allocation
WFM aims to optimize resource allocation, ensuring that you have the right number of agents with the right skills available to meet customer needs while minimizing overstaffing and understaffing.
Workforce Optimization
The overarching goal of WFM is to optimize the workforce to ensure that customer service levels are met efficiently and at the lowest possible cost.
Performance Analytics
Historical data and performance metrics are continuously analyzed to identify areas for improvement. This includes evaluating agent performance, customer satisfaction, and operational efficiency.
Meet Our Great Team Members
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Meet Our Great Team Members
Chief Scientist
Joan Curran
Continuity Announcer
Jean Byrne
Meteorolgical Officer
Meteorolgical Officer
Meteorolgical Officer
Who We Are
With over 30 years of experience in the contact center industry, we offer feature rich and functionally friendly secure, hosted workforce management solutions for contact centers big and small, for a reasonable price. We don’t believe WFM should cost you a small fortune to be genuinely effective.
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Plans and Pricing
Forecasting Only
Get access to Plan Xpress, our full-service forecasting tool-
Accommodates 10 years of history + forecast horizon
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Forecast using history, or sales install base
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Adjust forecasts at the 30 minute interval level
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Forecast Accuracy analysis
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Proprietary algorithm
Scheduling Only
Get access to schedule palette, our full-service scheduling solution-
Create desired schedule templates
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Generate schedules automatically
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Track off-phone agent time and exceptions
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Export CSV file for payroll
Forecasting & Scheduling
Recommended-
Enjoy unlimited access to both flagship solutions Plan Xpress
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and
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Schedule Palette and earn incredible savings