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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

  • The Cloud Delivery Model Can Reduce Headaches Across the Contact Center
    If your goal for this year is to reduce headaches, complexity and down-time in the contact center, it should be the year you approach the cloud to begin solving some of your biggest problems. The cloud model can provide contact centers large and small with all the advanced functionality they require, and administration and upkeep of the software becomes the best kind of problem there is: someone else's problem...
  • Contact Center Performance Reviews: All At Once, or Throughout the Year?
    Let's face it: no one likes a job review. They're awkward, nerve-wracking and generally uncomfortable affairs, largely because they happen only once a year. Because raises and bonuses are often tied to a worker's performance, that once-a-year review - which may be based on your performance on a really bad day you had recently - there is a lot at stake...
  • reacHIRE Helps Stay-at-Home Moms Transition Back into the Workforce
    When it comes to workforce management, most human resources execs are coming around to the fact that a more diverse workforce that includes women at all levels is a pillar of strength for today's modern enterprise. But so often, the pool of qualified women is constricted by the years that many spend underemployed or out of the workforce entirely in order to do what is arguably the greatest job of all: Raise their children...
  • CUSTOMER Magazine Gives Monet Software 2016 Product of the Year Award
    As it applies in today's environment, Workforce Optimization (WFO) is used by organizations with a strategy focusing on increasing customer satisfaction, while at the same time introducing new levels of efficiency across the board. In the past this was a very labor intensive process afforded only to large enterprises that could afford the man power. However, today companies such as Monet Software provide WFO solutions for businesses of any size. And its Monet Live WFO solution was recognized with the 2016 CUSTOMER Magazine Product of the Year Award from TMC...
  • Mobile Workforce Management Should Be Part of Your Company's Mobility Strategy
    Going forward, mobile workforce management can help eliminate some of the disadvantages of managing a team of remote workers, while fully embracing the benefits of the work-from-home (or work-from-anywhere) business model. Companies need to do in-depth research to ensure that the mobile workforce management solution they do invest in will make managing employees easier and not harder, and that any solution they choose will work with existing business processes...
  • The Right Fit for Workforce Management Software for the Contact Center
    Finding an enterprise solution that meets your company's needs is a bit like dating. You might look around a bit, mingle, and even schedule a dinner with someone. Though that person might be well suited for someone else, he or she may not be right for you. It's not always like a disastrous date that's immediately obviously unsuitable. Some solutions might seem great at first, but over time, your needs and the product's strengths start to diverge...
  • Don't Neglect the Total Cost of New Hires
    I'm a serial entrepreneur, which means I'm hyper busy (indeed, I'm writing this article from a plane, one of my prime opportunities for writing and reflection). Recently I recognized that I needed an assistant for one of my businesses, so I invested a fair amount of time and found a quality candidate in Asia that also met my budget...
  • Bersin by Deloitte Encourages HR Leaders to Focus on Bold, Inventive HR Strategies
    The "Predictions for 2016: A Bold New World of Talent, Learning, Leadership and HR Technology Ahead," sees technology playing a more important role to successfully bring the entire workforce of an organization together to create a productive environment and culture...
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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