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3 Business Reasons for Using a Workforce Management Solution Now

February 19, 2009

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 To read more of Susan’s articles, please visit her columnist page.

Edited by Michelle Robart

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