Solutions: Workforce Management Software

ShiftTrack is the ultimate software package for any organisation that need to forecast and schedule staff including call centres, contact centres, branches, retail and remote staff.

Open Wave's ShiftTrack Workforce Management (WFM) software provides a platform for optimising the performance of your resources. It helps your operations forecast and plan more accurately and schedule staff more effectively. ShiftTrack provides information to assist you manage the performance of your people and your operation.

ShiftTrack generates accurate forecasts of the activity within your organisation by using historical information, allowing you to easily predict future activity volumes and determine the number of staff required to meet these volumes.

ShiftTrack contains a range of sophisticated but easy to use tools that generate and manage staff schedules to suit both the overall business requirements and the culture of your organisation. ShiftTrack can be used by workforce managers, planners, HR staff, team leaders as you can limit which functions are accessible to each person based upon their role.

Forecasting

Short and long term forecasting tools.
Multi-media forecasting.
Campaign modeling.
Forecast for special event days (e.g. public holidays, sales campaigns, seasonal trends).
Incorporates shrinkage (e.g. sickness, training, annual leave etc) into your staff forecast.
Simulation modeling including, service level. predictions, impact of abandonment rates on contact centers.
Multiple forecasting and template 'what if' scenarios available.

Staff Schedules

Schedule staff and resources across one or multiple sites.
Produce fixed, flexible or rotational schedules based upon the organisation's requirements and staff availability.
Produce schedules to match the predicted forecast. Minimise over and under staffing.
Produce multi-skill schedules, team based schedules and manage schedule equity.
Use simulation to produce multi skilled based schedules.
Determines the optimum mix of shift lengths and start times.
Schedule Management from view only access to full functionality access.
Break allocation based upon award requirements as well as optimum fit to forecast.
Intra-day management - allows for real time adjustments for unforeseen eventualities.
Allows scheduling of meetings and training sessions.
Reports on under-staffing and over-staffing.