The Benefit of WFM in Contact Centers
According to West Unified Communications, workforce management (WFM) is “an integrated set of processes an organization uses to optimize the productivity of its employees – from an individual, departmental, and organizational level.” It involves matching employee skills to the tasks where they would be most beneficial, which should reduce the amount of time it takes for said tasks to be finished. WFM is all about using a company’s employees to the best of their ability, enabling work to get done faster and more efficiently.
West UC states that WFM may consist of the following areas: time and attendance tracking; employee scheduling; demand prediction; benefits administration; talent management; training programs and assignments; performance monitoring; vacation and leave planning; career planning; and crisis preparedness.
That’s a lot to cover, especially if a call center is smaller and doesn’t have that many managers on staff to make sure that operations are running smoothly. So, how can call centers ensure that they’re covering all of these areas? Well, as it turns out, WFM is more than just a concept; it’s also a type of solution.
Several companies offer WFM solutions specifically designed for call centers to help them get the most out of their workforce. One such company is Monet Software (News - Alert). Monet’s WFM solution for contact centers makes forecasting and scheduling easier than ever before. It eliminates the need for spreadsheets and streamlines all processes related to scheduling, including agent hours and PTO requests.
Additionally, the company’s Monet WFM Live now integrates with SalesforceService Cloud, making it an efficient solution for contact centers. Salesforce Service Cloud delivers faster service at a lower cost and streamlines communication between customers, employees and partners. However, it doesn’t have all the features of a typical WFM solution, which is where Monet Live comes into play.
No matter which solution a contact center chooses to go with, it’s going to see a boost in workforce optimization after implementation. How are you managing your contact center?