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
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...
Better Department Integration Can Produce Better Bottom Line Results
The workforce is the most valuable asset in the contact center environment. Customers rely on individuals on the other end of the channel to provide them with information, problem resolution or transaction management. When agents can't do this effectively, it hurts the overall customer experience. Therefore, putting the right workforce management solution in place is a must...
Before You Trust Workforce Management - Ask for Results
Do your customers ever wonder about the difference between your marketing promises and actual results? If the answer is yes, there may be a need to take a deeper look at your approach to workforce management. Do you have the right tools in place to ensure the right number of individuals to serve the projected number of interactions?..
Keeping Workforce Management Aligned with 2016 Contact Centers
Automated workforce management is being adopted by many industries and corporate functions today, from factory labor to sales to mobile workers. While it can help all these functions increase efficiency and reduce costs, it's critical to ensure you're picking a solution that's matched to the workforce it's supposed to serve. In the contact center - one of the many functions that can greatly benefit from automated workforce management - it simply wouldn't make sense to use a solution created for factory workers...
Why Workforce Management Matters in Healthcare
Metrics - who doesn't like to capture information that can easily tell a story of success or failure? This is especially true in the call center environment. Managers love metrics and they need them to demonstrate to those in the C-suite that the activities happening on the frontline are contributing to a healthy bottom line. When it comes to workforce management, are all metrics created equal?..
AI Has a Place in the Future of Personalized Customer Journeys
The problem here isn't that companies are offering customers self-service. Few people actually prefer to speak with a human being over an automated system. The problem is that automated systems are often ineffective and act as a barrier rather than an enabler of a good customer experience. So what if companies could build self-service solutions that actually worked properly? It's not like they don't have the raw data that could enable a great customer experience...
Millennials Will Dictate Big Changes to the Traditional Contact Center
Today's younger consumer is different from previous generations. When it comes to customer support, Millennials, or young people born between (approximately) 1982 and 2003, are comfortable with (and even prefer) self-service. They are tech-savvy and quick to embrace the ever-growing influence of social media. They expect service to take place quickly (with instant gratification), and they have little patience for holding, waiting or being asked to call a different department. Unfortunately, most contact centers haven't yet caught up with all of these trends...
Complex Workforce Management for the Complex Healthcare Contact Center
Healthcare contact centers have some unique needs, and contact center managers need to understand this, particularly when choosing workforce management solutions to support them, according to a recent blog post by Chuck Ciarlo, CEO of workforce optimization solutions provider Monet Software...
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