In a moment of triumph, FLOW, the omnichannel, self-serve workforce management suite, has been honored with the prestigious ‘WFM Technology Leader’ award at NXTGEN BPO CONFEX 2023. The accolade acknowledges FLOW’s outstanding performance in automating critical processes through AI/ML technology, resulting in heightened WFM planning efficiency and an enhanced customer experience (CX).
Standing out for its seamless integration capabilities with existing contact center technology, FLOW has positioned itself as a cost-effective and readily adoptable solution for any Business Process Outsourcing (BPO) enterprise. The solution boasts an impressive 60% reduction in WFM planning time, allowing teams to divert their focus to core tasks.
Key features of FLOW include the integration of organizational data to create a unified data view across the enterprise, thanks to its AutoML capabilities that deliver highly accurate forecasts. The solution’s what-if-based capacity planning empowers WFM teams to anticipate and prepare for various scenarios. Rule-based parameters facilitate shift identification, enabling organizations to create tailored shift plans that align with business requirements and minimize inefficiencies. Additionally, FLOW supports employee satisfaction by allowing them to bid for their preferred shifts, promoting a healthier work-life balance.
The intelligent rostering feature contributes to higher customer satisfaction by ensuring the optimal match between agents and the required skills for each interaction. Real-time, 360° dashboards provide organizations with instant actionable insights, promoting data-driven decision-making and easy monitoring of key performance metrics.
The NXTGEN BPO Confex & Awards serves as a premier platform for industry experts and stakeholders to gather insights into the latest trends, best practices, and innovative strategies in procurement. Attended by CXOs, presidents, directors, heads, managers, and executives across various departments, including technology, IT, operations, delivery, HR, CX, and analytics, the event fosters professional development, inspiration, and awareness of the latest regulations, compliance requirements, and market dynamics. FLOW’s recognition at this esteemed event further solidifies its position as a leading force in the realm of workforce management technology.
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