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What Is Workforce Management?

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

  • Value Existing Customers As Much As New Customers
    Apathetic agents will not make customers feel special, nor will agents who don't seem to be able to answer questions with a high degree of confidence. You should also ensure that your workforce management is up to the job of ensuring that the right agents are available in the right channels at the right times...
  • The Cloud Enables Mobile Workforce Management
    Workforce management is more critical than ever, but with employees spread out over the country or the world, these solutions have had to go natively mobile...
  • How to Keep Your User's Attention with Online Learning
    With so many high-impact distractions, it is sometimes difficult to maintain clear focus on a task. When planning your training session for an employee, therefore, you must be innovative in order to keep your online learner's attention...
  • Does Your Call Center Have the Tools to Succeed?
    We hear a lot about how new technologies and tools being offered for call centers are transforming the way companies serve customers. Sure, not having to wade through long menu trees or repeat information to every new agent you speak to is a great change - but we've also already been there and done that...
  • Manage Your Workforce Like It's 2017, Not 1995
    If you're still managing your workforce like it's 1995, there is no way you're going to be able to please your customer base - or keep your workforce - in 2017. Ensure your workforce management is helping rather than hindering your efforts to support today's customers...
  • Ensure Workforce Management is Aligned with Company Goals and Culture
    If the workforce management solution is driving employees in a way that doesn't achieve company goals, then the entire organization will be working against itself...
  • Automating Quality Monitoring Makes Contact Center Management Easier
    Often, workforce management and quality monitoring rely on sources from different places, such as spreadsheets, call logs, customer surveys or software solutions that aren't integrated so they can't "talk" to one another...
  • Workforce Management to Remain in Strong Demand
    The benefits of workforce management are very real for small and medium businesses, driving strong growth through 2022...
Workforce Management
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
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
Performance Management
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service

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