Lamoda Automates Call Center Operator Work Schedules with Naumen WFM Platform

2023: Naumen WFM implementation

Lamoda implemented the Naumen WFM solution. Naumen (Naumen Consulting) announced this on April 6, 2023. Naumen allows you to schedule work schedules for more than 800 operators of your company's own contact center and monitor the effectiveness of work tasks.

Naumen WFM automatically compiles operator schedules based on load forecasts from Lamoda specialists. When building a schedule, employees' professional skills and their wishes for a work schedule are taken into account. By implementing this solution, Lamoda wanted to reduce the costs of the temporary resource of call center operators.

To track the productivity of call center personnel, online monitoring is used, which in real time reflects the status of the employee. There, through a mobile application, it is convenient for operators to monitor the work schedule. The new solution also automatically reports on employee activities and the timeliness of work tasks.

The solution was integrated with a data warehouse containing call and employee information as part of a project to create a unified contact center management ecosystem.

At Lamoda, we treat optimization as one of the priority and constant directions for the development of the entire company. The introduction of the Naumen WFM platform into the call center has become one of these projects that works to preserve the human resource. Building optimal work schedules and convenient monitoring of the operation of operators optimize the operation of the call center, - said Anastasia Golubintseva, head of the automation and implementation group Lamoda.

An important feature of the project was a role-playing model developed to distinguish the access rights of operators, managers and analysts of the Lamoda contact center. End-to-end authentication, in turn, is configured not only in the workplace, but also in the mobile application. The system automatically adds rights and changes the functionality of the personal account when transferring an employee from one position to another, - said Roman Belyaev, head of Naumen WFM.