Workforce management software offers call centers actionable intelligence in preparing staff levels on a daily basis. Generally Workforce Management suites are used instead of standard spreadsheet style scheduling and can offer a more detailed and comprehensive look at your staffing expectations for a given day. By efficiently managing your workforce you can curb issues like shrinkage, over staffing and schedule adherence all of major concern in the call center, where staffing is usually the number one cost associated with the operation. Learn more
Workforce Management Featured Articles
Quick Win or Sustainable Success -the Key Workforce Management Question
The concept of productivity and optimization can often elude even the best managers in customer service. The failure is not so much in a lack of understanding, but rather a lack of the right tools to drive workforce management. When upper management doesn't understand the importance of this concept and what it means for the bottom line, it's harder to meet strategic initiatives...
Who is Responsible for Interacting with Customers via Social Channels?
Today, the "call center" is more than a bit of a misnomer. Once reserved entirely for telephone calls - even mail responses were processed somewhere else - today, the contact center is the main artery through which all customer communications should route, including social media. It's important to note that for many companies, this still isn't the case. Oftentimes, it's the marketing department's job to handle social media and the contact center is cut out of the process entirely. Unfortunately, customers today have expectations that any queries they make via social media will be answered...
More Mobile Offerings Can Give Banks a Leg Up
With mobile payment systems on the rise, some of which not even requiring a credit or debit card but rather handling balances completely internally, people who might have been bank customers at one point are likely starting to wonder why banks are even necessary anymore. That's bad news for banks, and a new study from Clarabridge offers some insight on how to prevent that particular fate from coming to pass...
Want to Make Workers Happy? Update Your Workforce's Technology
Contact centers are often clustered in geographic areas of high unemployment for a reason: a ready supply of workers. States with military bases are a big attraction because, it's reasoned, there will be a large group of military spouses looking for work. Companies often choose areas with low property values to keep their costs down. The problem happens when too many contact centers cluster in the same area: in order to attract workers, companies may offer an extra dollar an hour to "poach" from their competition. The reasoning is that since one contact center is much like another, workers will be willing to switch for an extra $40 per paycheck...
Are You Listening to Your Customers?
How scripted are your customer care agents expected to be on a given transaction? Your answer can have everything to do with the level of satisfaction your customers are experiencing. If agents have to be scripted at all times, it's likely your customers aren't being heard. If agents have the power to converse with customers in a way that they actually hear them, your outcomes are likely to be much better...
New Software Tools Help Improve Workplace Diversity
While "diversity" may be a controversial term in some political discussions, in the workplace, it's a proven winner. A Harvard Business School study found that workplace teams that include workers from different backgrounds and experiences are more likely to produce creative ideas and methods of solving problems...
Workforce Management Offers Significant Benefits to Government Agencies
By Tracey E. Schelmetic
Once upon a time, "workforce management software" was essentially synonymous with "payroll." Companies' payroll departments would use the solutions as a kind of computerized HR clock to determine how many hours employees had worked, and use this information as the basis for paychecks and overtime. Even today, the overlap between the two concepts is still very strong. It shouldn't be. Workforce management is so much more than payroll. This is especially true for state and local governments that are rushing to comply with incoming Fair Labor Standards Act (FLSA) that will go into effect on December 1 of this year...
Apple Makes Big Moves Toward Pay Equity in Workforce Management
It might seem like a foregone conclusion that people doing the same job get the same pay, barring some of the standard reasons like merit raises, unusual skill sets or seniority. That's not the case, though, and many places are actively working toward producing an outcome where equal work merits equal pay, regardless of things like gender and race. Apple is one of these companies, and its new diversity report spells out what it's done so far...
Quality Management Quality Assurance, Monitoring and Management for Improved Customer Satisfaction Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction