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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

  • Workforce Management Market Set to Grow
    There is evidence that many organizations are finding that modern workforce management solutions are the answer to the over- or under-staffing problem. While small to medium-sized companies (SMBs) still overwhelmingly use conventional methods of keeping track and maintaining their workforce, new research predicts that this may be about to change...
  • Understand Your Business Better: Take a Walk in the Contact Center
    Decision makers often have too little insight into their products, services and customers to make smart decisions or engage in meaningful workforce management...
  • Contact Center Solutions Are a Bridge between Agents and Customers
    It's call center management's job to ensure that agents have the right tools to service customers in a way that delights those customers. Without updated contact center solutions, extending..
  • Forecasting is a Critical Element of Workforce Management
    Many workforce management solutions today specialize in creating accurate forecasts. Buyers of WFM solutions should ensure that any tool they're evaluating has the capability to compile and analyze historical data, for starters. But there's a lot more to forecasting than just looking at the past...
  • Workforce Management Delivers Value Where It Counts Most
    With WFM, the appropriate data is automatically collected and delivered so you always know how you're doing. Being able to track metrics is an important element of workforce management...
  • Improving Productivity and Efficiency in the Contact Center
    Efficiency and productivity are the two most important elements of successful call center management. Neither will be easy to maintain: no red light flashes on when the quality of the customer experience begins taking a nosedive...
  • Contact Center Agents are the Biggest Influencers of All
    Without supporting technologies such as workforce management, updated and easy-to-find databases of information, easy-to-navigate desktops and the power to really solve problems (instead of read scripts), agents won't be able to make a great impression on your customer...
  • The Changing Role of the HR Department
    The human resources (HR) department is set to undergo some big changes in 2017, driven by worker demands, a globalized workforce and technology advances...
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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