9 computer software and platforms for performing workforce management, namely for computing the optimal number of teleservices agent positions to staff during a predefined operations period based on call volume anticipated for that period, for scheduling agents to fill those positions during that period, for disseminating schedules to those agents, for facilitating agents' trading of shifts and volunteering for additional or reduced hours, for incentivising agents to accept additional shifts, and for monitoring adherence of such agents to their assigned shift, gathering and reporting on call statistics, forecasting staffing level requirements, monitoring and reporting on schedule adherence, scheduling and recording staff training events, enabling staff to sign up for extra hours and/or downtime, and enabling staff to trade shifts with each other
Trademark: 78582361
