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Maximum Group, based in Birmingham are one of the UK’s leading suppliers of business telephone systems and equipment. Plus we are Mitel accredited telephone system maintenance providers.

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Operational efficiency meets quality monitoring

 

Workforce management (WFM) optimizes productivity, all the way from the company-wide level down to individual departments and employees. With a good WFM solution, you can accurately plan, forecast and schedule agents to increase operational efficiency. Combined with call recording and quality management tools, you can empower managers, supervisors and employees with a variety of workforce tools to help monitor, analyze and enhance individual and group performance.

WORKFORCE MANAGEMENT AND RECORDING MANAGEMENT SOLUTIONS

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Top Functions of Workforce Management and Recording Solutions

 

Multichannel Forecasting and Scheduling

 

With agent forecasting and scheduling tools, you can achieve significant cost benefits by right-sizing agent staffing without sacrificing service levels and automating scheduling—even in multi-skill, multichannel environments with complex local work rules and company policies.

 

Call Recording and Quality Management

 

Benefit from a powerful real-time and historical perspective on the interactions occurring within your business, translating to enhanced employee performance, a better understanding of customer service issues and improved business processes.

 

Administrative Process Automation

 

Automate many common call center processes, including shift trading and time-off requests. Requests can be automatically approved or denied based on effects on service levels, removing time-consuming manual work from resource planners and team leaders.

 

Risk and Compliance Management

 

Document phone-based transactions to minimize liability risk and ramifications of miscommunication with customers. Ensure compliance and e-discovery requirements by querying recordings though keywords and phrases, simplifying search and review of audio data.