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
Planning for a Workforce of Millennial Employees
If you run a contact center, chances are good you've already got some experience managing younger workers from the so-called "Millennial" generation. Even if you hadn't, you will shortly; statistics show that there are now more Americans of this younger generation than their parents, the Baby Boomers. They are now 25 percent of the American populace, and they are entering the workforce in record numbers as the Baby Boomers retire...
Workforce Management Market Expected to See Strong Growth
The variables to manage inside the typical contact center tend to focus on processes, key strategic service delivery goals and human management. The agent base is often touted as the most valuable asset within the customer service division, but how do you effectively drive key initiatives among of team of individuals with a variety of skill-sets, education and talents? The best answer is workforce management...
Take Your Workforce Management to the Next Level with Workforce Optimization
The individuals that are charged with caring for your customers have a lot to do throughout the day. At the same time, you have a lot of expectations when it comes to their performance. Do you want to manage these talented individuals through manual processes, or does it make more sense to leverage a workforce management solution that drives the desired results?..
Is it Multichannel, or is it Omnichannel?
"We're omnichannel. We have lots of channels."
In the customer support industry today, "omnichannel" is an important buzzword. In many quarters, it has replaced the older "multichannel" descriptive to mean a contact center that can handle customers who may call, email, text, use online customer support or even resort to the old-fashioned U.S. postal service. But do "omnichannel" and "multichannel" really mean the same thing?..
Why Your Workforce Management Strategy Needs to be Future Proof
Has any other generation gotten as much attention as millennials? The Baby Boomers sure did drive much of the conversation for years, but marketers don't seem to focus nearly as much attention on them now as they do the younger generation. It's driving budget changes, marketing campaigns and even human resource practices. The big picture is really all about workforce management and what this means for companies in the future...
More 'Big Data' Analytics Are Being Used for People-Related Processes
Many companies have been using analytics for years - even before the term "big data" became popular - but traditionally, data crunching to improve efficiency has been used largely on processes, not on people. But with the spectacular results from using analytics showing up in manufacturing, distribution, the customer experience and elsewhere, many companies are taking analytics solutions for human workforces more seriously...
Optimizing Workforce Management for Medical Contact Centers
Most contact centers are in the business of dealing with people, whether it's customers of retail goods, insurance or financial services customers, or business-to-business representatives. In medical contact centers, agents make it their business to deal with people about people: the transactions are often more personalized and urgent than in any other kind of support industry. Medical contact centers are often handling higher-stakes crises than support centers that handle retail or b-to-b interests. Emotions run high among callers, and complex matters may arise at any time of day...
4 Easy Ways to Drive Customer Experience
The ultimate goal is to achieve the improve customer experience that helps set you apart from the competition. Workforce management is a great tool to help in the process, but first, focus on these four areas to get going in the right direction...
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