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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

  • Bringing Workforce Management Out of the HR Department
    As workforce management becomes more flexible (largely thanks to cloud-based solutions) and feature-rich, it can offer contact center companies in particular a way to build an integrated, omnichannel and collaborative work environment...
  • Workforce Management Will Play a Strong Role in the Contact Center of the Future
    As the contact center of the future needs to become more flexible and cross time zones and the work becomes more demanding, many companies are meeting their omnichannel strategies by hiring a more educated and skilled profile of worker. For some organizations, this will mean reaching out to remote and home-based contact center professionals, particularly as remote working technologies improve and companies start trimming budgets by becoming spare with physical work premises. With remote workers, it's even more important to ensure they're parts of the overall contact center entity by using a collaborative and intelligent workforce management solution...
  • Remote Workforce Management Requires Robust Technology and Communications (But Not Too Much Communications)
    Many companies have been slow to embrace telecommuting, even as they expand their efforts to increase efficiency and lower costs. It's human nature: managers are nervous that employees who aren't under their gaze aren't working. Providing workers with the opportunity to work from home feels like a "giveaway." But increasingly, there is evidence that telecommuting makes sense both from an economic standpoint and also a productivity one...
  • Performance Management Needs to Be Personalized, Transparent
    The defining trend here is a desire for transparency. In fact, 79 percent of leaders and 69 percent of employees agree that making performance management more transparent to employees is both expected and necessary. This suggests that employees have a strong need for sharing information, according to David Smith, senior managing director of Accenture Strategy...
  • Monet Provides the Link between Social Customer Support and Workforce Management
    The end result is more accurate forecasts and schedules for more efficient case management and faster case resolution, which leaves help desk and customer support employees free to help more customers with a frankly better quality of service, helping customers realize a better customer experience...
  • Consider Mentoring Programs to Help Integrate Different Generations of Workers
    A mentoring program can yield a lot of benefits to workforce management. It can help more experienced workers transfer their skills to younger workers. In the long run, it's a great way to build continuity into the workforce and foster a "family" atmosphere that can lead to lower turnover and better employee engagement...
  • Outdated Quality Management Systems Have No Use
    Businesses today are so focused on getting customers to become loyal, repeat customers that they sometimes forget to look back at the systems and solutions in place working to meet that goal. While putting a quality management system in place is a step in the right direction for contact centers, there is also a need to keep those systems current and working properly if call center management wants to succeed...
  • Poor Scheduling and Workforce Management Undermine Even the Best Agent Efforts
    Finally, it's important to consider the merits of a good workforce management solution if your company relies on customer support personnel who are not all located under the same roof. Thanks to the cloud delivery model today, workforce management can tie all the employees of a contact center, regardless of where they are located, into a single well-oiled machine...
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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