WFM + Digital Customer Service

Enhance Digital Customer Service with Workforce Management

Ensure optimal customer experience with the right reps in the right channels at the right time

Why Workforce Management for DCS?

Digital Customer Service (DCS) is the key to providing contextual omnichannel engagement with customers across your digital properties. Ensuring you have the right human resources to drive efficiency and success is just as important.

The wealth of your data available via the Glia platform, combined with our WFM employee engagement tools, enables you to predictably and properly staff your DCS  solution - providing the top-notch service your clients deserve and expect.

Benefits of Integrating DCS with WFM

Forecast Trends

Use customer insights and agent data to predict demand for short- and long-term staffing needs and seasonal fluctuation.

Optimize Coverage

Make sure you have the right headcount of skilled agents available to serve customers in any channel every time.

Automate Staffing

Use all the data at your disposal to intelligently schedule reps without all the spreadsheets and manual work.

Engage Reps

Empower staff with interaction tools that delight customers, in an environment of learning, growth, and work-life balance.

Analyze & Improve

Compare staffing forecasts and actual results so you can make intelligent decisions to keep your contact center humming.

Ensure Great CX

Know you’ll have engaged, skilled resources available when and where needed for optimal customer experiences.

How does Digital Customer Service work with WFM

Glia’s DCS platform empowers you to easily manage your staffing needs with our pre-integrated WFM solution or use our open APIs to integrate a workforce management provider of your choice.

Combine interaction metadata with factors like employee adherence, preferences and availability to ensure shifts are properly staffed, and your staff is properly equipped and engaged for optimal performance.

Reinvent How You Serve Your Customers

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“With Glia we increased our conversion by over 200%”

Director of Digital - Top 10 Bank