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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

  • Don't Let Contact Center Rules Squash the Initiative of High Performing Employees
    While every organization and industry is different, when it comes to high-performing employees, there are shared characteristics. High performing employees are generally classified as those who have their own systems for staying organized and knowledgeable; those who can take the initiative themselves to do a better job; those who listen to others for feedback; and those who are good at setting their own goals...
  • HR Tech Busts and Musts in 2016
    HR is one of the fields that is undergoing a technological transformation. Businesses are being faced with a whole range of new employee-focused systems that are making all processes of the human resources management easy to manage. One such technology that has changed HR is the cloud-based HR technology. This technology has made the HR leaders to find themselves in a new position of responsibility. However, even with technology expected to make things better for the HR managers, it is by no means an all-encompassing solution to all the organizational HR issues. The following are "Musts" and "Busts" in 2016...
  • Understanding How the Workplace Communicates Today
    The study authors emphasize that one size will never fit all. Depending on a particular use case or situation, and a company's needs - does communication need to be instant? One-to-one? Group-based? -- different solutions will need to be considered as they may prove more effective in distributing content and information to the important employee audience...
  • Top 10 Features You Should Consider In HR Software
    But, choosing HR software can be a difficult task. There are lots of things you need to look out for. Below are the top ten features you should consider in HR software...
  • Replace Field Service WFM with Newer, Mobile-Focused Solutions
    While the goal is ultimately to make better use of field service personnel's time, a great secondary goal includes improved customer satisfaction: by predicting more accurate times for house calls, companies can avoid the "sometime between noon and 6:00 pm" windows that customers hate so much. Even with schedule exceptions, the service organization can get back on track and ensure that customers aren't left behind...
  • Michael's Gets a Leg Up on Workforce Management
    Considering, these days, how many laws there are around the use of employees, it must be a welcome development to have a tool specifically geared toward managing such a workforce. If the tool can help winnow down the HR department, meanwhile, that's a cost savings directly to the company. Being able to schedule help better as well improves the likelihood of a positive customer experience and thus improves the likelihood of return business...
  • Today's Workforce Optimization Enables More Personalized Coaching for Millennial Contact Center Employees
    While everyone seems to have an opinion on today's younger members of the workforce - the so-called "millennial" generation, what's really important is that going forward, these workers will make up a significant portion of many companies' employees. For this reason alone, it's important that managers understand how to manage them properly...
  • HotSchedules, Agilysys Develop POS and Scheduling for Hospitality Market
    Just as restaurants have used the Internet of Things to link devices in their own locations or multiple locations, hospitals and care centers can do the same. IT administrators can collect data about all the devices within a physical location to determine how they are used throughout a work day. When analyzed correctly, clients can make changes in their operations to save money and work more efficiently...
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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