Solutions Industry Solutions Call Centers

CyberShift Solutions for Call Centers

CyberShift's Workforce and Expense Management solutions are ideally suited to the needs of midsize to large Call and Contact Centers looking to streamline operations, increase customer service levels and reduce payroll and expense report processing costs. Whether your staff is handling incoming or outgoing calls, processing customer orders or just providing information on your products and services, having the right people with the right skills at the right time is essential to successful Call Center operations.

Take Control Where it Matters Most:
Labor & Expense Management

Call Centers need to deliver continually higher levels of customer service while keeping an eye on lowering operating expenses. They have turned to workforce and expense management solutions from CyberShift that directly effect both of these goals. Empowering your workforce to meet and exceed increasing customer expectations has become a strategic way to differentiate Call Center operations. CyberShift's workforce and expense management solutions empower your employees and managers to strike the right balance of full-time and part-time associates by:

Empowering Call Center Employees

  • Provide the tools needed for employees to request schedule changes, shift bidding, overtime and vacation, etc.
  • Give managers the visibility to better manage full-time, part-time and pooled associates
  • Ability to see staffing shortages and unexpected absences in real time
  • Empower managers to create and adjust staff schedules to meet fluctuations in customer demand
  • Ensure that the right staff with the right skills is in the right place, at the right time
  • Improve employee productivity through better deployment of your workforce

Improving Customer Service & Retention Levels

  • Support a service culture that offers and rewards superior service
  • Ensure that callers reach experienced service representatives whenever they call
  • Free employees to focus on activities that keep the customer first
  • Increase customer contact time
  • Integrates seamlessly with other Call Center operations systems
  • Analytical reporting provides meaningful metrics on workforce effectiveness and attainment of organizational goals
  • Reduce time spent on administrative tasks

Reducing Operating Expenses by Controlling Costs

  • Standardize workforce management processes
  • Eliminate overstaffing issues by allowing managers to make efficient staffing decisions
  • Automate the entire expense reporting process
  • Make better use of resources through the sharing of pooled associates
  • Increase accuracy of payroll through 100% automation of pay rules

Improving Employee Satisfaction

  • Better align schedules with each employee's work and life preferences
  • Maintain consistent weekly schedules
  • Empower employees with on-line access to schedules, timesheets, leave requests and other self-service functions

CyberShift provides enterprise-class solutions that put Call Center organizations on the fast track to simplified workforce and expense automation. CyberShift gives your company the power to accurately manage schedules and time and attendance for full or part-time employees as well as contingent workers to effectively manage peak periods and special scheduling situations, ensuring greater operational efficiency and increased customer satisfaction.

CyberShift's extensive expertise in the fields of Workforce Management and Expense Management allows us to offer advanced technology, multi-faceted functionality and flexible deployment options, including both license fee and On Demand (Software-as-a-Service) models to meet an organization's global business needs.

Contact us to learn how you can put The CyberShift Advantage to work for you!


Strategic Workforce & Expense Management