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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

  • Consider Mentoring Programs to Engage Millennial Call Center Employees
    While most workplaces today have employees who span generations - from Baby Boomers near retirement age through Gen-X and to younger Millennials beginning their careers - the contact center has traditionally attracted younger workers. For many managers, this means managing workers who are largely millennial. This could have implications for managers, since management styles that worked for previous generations of employees may not work with today's young people...
  • Go for the Sure Win with Workforce Management
    The quick and easy win isn't always a possibility in business. While we would certainly get to our goals much faster, it doesn't mean that it's always the available route. The ideal goal is not only to win, but to win with sustainability so you can keep winning. This approach is ideal in workforce management...
  • Hesitations Don't Have to Limit Access to the Cloud
    The standard approach to customer service in the call center has typically been to ensure the agent can satisfy the customer's needs in the least amount of time. While it sounds like efficiency, the same old approach to hitting the numbers may not be enough to keep the customer base happy. In a market where workforce management is a formidable tool, it may just be time for a change...
  • What Can Call Centers Do Better as Millennials Take Over?
    The ongoing task for anyone involved in the call center - from the front lines, to management and the back office, is to ensure customer needs are always being met. It's the chief goal no matter what industry or market you're talking about: Keep the customers happy and keep them doing business with you...
  • Customer Complaints Bring Raw Data and Business Intelligence
    Complaints are a cost of doing business, and while you will inevitably identify some serial complainers who are truly a thorn in your contact center's side, most people don't revel in complaining. They usually have - or believe they have - a good reason for speaking out. Instead of viewing it as a burden, say customer support experts, turn them into an opportunity for intelligence gathering...
  • Workforce Management Shifts Toward Total Talent Management
    There are many different effective ways to manage your workforce today. Workforce management solutions can help you make the most of your human assets, and become part of an increasingly popular strategy known as "human capital management." HCM is a bigger umbrella than workforce management, because it generally includes management of non-employed workers...
  • Consider Modern Workforce Management, Unless You Like Spreadsheets
    Have you ever tried to meet today's technology demands with yesterday's innovations? For most of us, the answer is yes. We try to force new ideas into an old way of doing things and we lose benefits like efficiency along the way. Workforce management is a key area where a failure to leverage the latest technology can render efforts pointless...
  • Workforce Management Helps Agents Master Time Management
    In the contact center, meeting efficiency metrics and targets starts with a great schedule, and it's management's duty to put these schedules in place. The best manager in the world, however, can watch the day fall apart when some workers demonstrate that they're simply not capable of managing their time properly and sticking to a schedule. It's a problem familiar to most managers, but in the contact center, where every minute counts, it can often be a catastrophe...
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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