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Benefits and Insights

Why use USAN Workforce Management?

Key differentiators & advantages of USAN Workforce Management

  • Strategic
    Simplify staffing decisions with multi-skill architecture, flexible forecasting and scheduling tools to determine the optimal staff and resource deployment that will ensure your contact center meets service level objectives.

  • Real-Time
    USAN WFM offers real-time and historical reporting capabilities for assessing schedule adherence and tracking productivity compared to current goals and past performance.

  • Efficient
    Reduce reliance on external reporting and enhance managerial support through dynamic analysis that reveals focused insights into agent productivity and intraday staffing shrinkage.

  • Time-Saver
    Save time accomplishing common tasks like calculating statistics and allocating requirements while generating forecasts, or editing existing overrides and importing from any forecast or scheduling runs.

  • User-Friendly
    Improve scheduling control and flexibility, create an easy-to-use self-service environment for premise and virtual agents and validate existing schedules with automated features.

  • Empowering
    USAN WFM helps to evaluate and empower employees to improve performance. With a built-in agent performance scorecard, WFM can track actual vs. targeted metrics to evaluate performance.
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