Workforce Management Community
  • Home
  • latest content   
    • Featured Articles
    • Latest News
  • Resources   
    • E-Book: The Benefits of Workforce Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Workforce Management
    • Infographic: Forecasting Trends In The Contact Center
  • Contact Us
  • RSS Feeds
  • Home
  • Featured Articles
  • Latest News
  • Resources   
    • E-Book: The Benefits of Workforce Management Explained to My Boss
    • Infographic: The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Workforce Management
    • Infographic: Forecasting Trends In The Contact Center
  • Contact Us
  • RSS Feeds

Workforce Management Featured Article

February 19, 2009

3 Business Reasons for Using a Workforce Management Solution Now


By Susan J. Campbell, Workforce Management Contributing Editor

The contact center serves a specific purpose for the organization – to effectively manage customer interactions to protect the customer base. To achieve this objective, the contact center manager must be able to maintain service levels within specific standards while also adhering to budgets.


This management requires the contact center manager to find the delicate balance between forecasted and actual call volumes. Doing so manually is a challenge can be cumbersome and often impossible. With a workforce management solution, the contact center manager can be equipped with the necessary tools to address needs now and into the future.

1. Cost Pressure: With the current economic status putting pressure on companies in a variety of industries, the contact center is feeling the pinch. Management from higher up has either mandated cost cutting or is planning to and this puts the contact center in a difficult situation to be able to continue to deliver the expected level of service with fewer resources. In such a situation, workforce management solutions can help.
 
2. Customer Retention and Satisfaction: These initiatives are still going to be a number one priority for the contact center, no matter what the operating budget. Even in times of economic strain, the company cannot afford to lose customers as a result of poor service or quality. Although resources may be strained, mandated services levels must still be met. A workforce management solution will provide the necessary guidance to ensure service standards are met and maintained.

3. Maintain Revenue: The contact center also has to be concerned with maintaining revenues – whether they are directly generating them for the company or not. The competition for sales and revenues has never been more intense while demand is shrinking across industries, making it even more difficult to maintain or even increase revenues.

This tightening of the purse strings does not have to mean the contact center cannot operate at expected levels. Instead, the contact center needs to become more efficient in forecasting and scheduling so that it can do more with fewer agents. This is accomplished through creating more accurate, predictable and flexible schedules with the use of a workforce management solution. 

The contact center can also make a difference by providing the organization with timely and responsive service to existing and new customers. A workforce management solution enables the contact center to provide its services more efficiently, meeting expectations even on a shoestring budget.

Monet Software provides a full range of robust workforce management solutions that are designed to empower the contact center, no matter the economic conditions of the marketplace. By working with Monet, clients can be assured that their workforce management solution meets their immediate needs, while also providing long term sustainability.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Michelle Robart



SHARE THIS ARTICLE

Tweet
Share


HOME

CALL FOR CONTENT




Cloud vs. Premise vs. Hosted: Differences, IT Costs and Benefits

The Ultimate Guide to Contact Center Shrinkage

Contact Center Forecasting and Scheduling Best Practices

7 Tips for More Effective Contact Center Scheduling


Case Studies

  •  Success Story: The Human Services Agency of San Francisco
  •   Success Story: Club Med
  •  Success Story: GECU Credit Union

DEMOS

  • How to monitor schedule adherence in real-time with Monet WFM
  • More accurate forecasting of call volumes and agent workloads with Monet WFM
  • How to create more efficient call center schedules with Monet WFM

Follow Us

QUICK LINKS

  • HOME
  • FEATURED ARTICLES
  • LATEST NEWS
  • CONTACT US
  • CALL CENTER MANAGEMENT
  • CALL CENTER SCHEDULING

WORKFORCE MANAGEMENT

Cloud-based Workforce Management (WFM) software from Monet Software helps call centers streamline forecasting, scheduling and agent adherence, resulting in improved service levels and better cost management.

Powered By Technology Marketing Corp. © 2025 Copyright. Ph: (800)-243-6002 (203)-852-6800 | Contact TMC