Workforce Management Featured Articles
Contact Center Solutions Are a Bridge between Agents and Customers
It's call center management's job to ensure that agents have the right tools to service customers in a way that delights those customers. Without updated contact center solutions, extending..
Forecasting is a Critical Element of Workforce Management
Many workforce management solutions today specialize in creating accurate forecasts. Buyers of WFM solutions should ensure that any tool they're evaluating has the capability to compile and analyze historical data, for starters. But there's a lot more to forecasting than just looking at the past...
Workforce Management Delivers Value Where It Counts Most
With WFM, the appropriate data is automatically collected and delivered so you always know how you're doing. Being able to track metrics is an important element of workforce management...
Improving Productivity and Efficiency in the Contact Center
Efficiency and productivity are the two most important elements of successful call center management. Neither will be easy to maintain: no red light flashes on when the quality of the customer experience begins taking a nosedive...
Contact Center Agents are the Biggest Influencers of All
Without supporting technologies such as workforce management, updated and easy-to-find databases of information, easy-to-navigate desktops and the power to really solve problems (instead of read scripts), agents won't be able to make a great impression on your customer...
The Changing Role of the HR Department
The human resources (HR) department is set to undergo some big changes in 2017, driven by worker demands, a globalized workforce and technology advances...
Tech in the Workplace: Millennials or Baby Boomers?
Managing the workforce is no easy task. Then add to it the fact that millennials and baby boomers are butting heads in their work environments, and WFM becomes even trickier. The answer? Find middle ground...
Increasing Efficiency and Reducing Costs with Workforce Management
One of the best benefits of workforce management is the elimination of unexpected call volume spikes, which cost companies customer goodwill and agent attrition. With a good schedule, abandon rates drop to the low single digits without the need to hire more agents...
Ximble Workforce Optimization Suite Launched
Nimble Software Systems just launched its Ximble suite of cloud based workforce optimization applications for small and medium sized businesses...
Value Existing Customers As Much As New Customers
Apathetic agents will not make customers feel special, nor will agents who don't seem to be able to answer questions with a high degree of confidence. You should also ensure that your workforce management is up to the job of ensuring that the right agents are available in the right channels at the right times...
The Cloud Enables Mobile Workforce Management
Workforce management is more critical than ever, but with employees spread out over the country or the world, these solutions have had to go natively mobile...
How to Keep Your User's Attention with Online Learning
With so many high-impact distractions, it is sometimes difficult to maintain clear focus on a task. When planning your training session for an employee, therefore, you must be innovative in order to keep your online learner's attention...
Does Your Call Center Have the Tools to Succeed?
We hear a lot about how new technologies and tools being offered for call centers are transforming the way companies serve customers. Sure, not having to wade through long menu trees or repeat information to every new agent you speak to is a great change - but we've also already been there and done that...
Manage Your Workforce Like It's 2017, Not 1995
If you're still managing your workforce like it's 1995, there is no way you're going to be able to please your customer base - or keep your workforce - in 2017. Ensure your workforce management is helping rather than hindering your efforts to support today's customers...
Ensure Workforce Management is Aligned with Company Goals and Culture
If the workforce management solution is driving employees in a way that doesn't achieve company goals, then the entire organization will be working against itself...
Automating Quality Monitoring Makes Contact Center Management Easier
Often, workforce management and quality monitoring rely on sources from different places, such as spreadsheets, call logs, customer surveys or software solutions that aren't integrated so they can't "talk" to one another...
Workforce Management to Remain in Strong Demand
The benefits of workforce management are very real for small and medium businesses, driving strong growth through 2022...
Why Retailers Should Be Planning Their Tech Tools for 2017's Holiday Season
The holidays are in full-swing, and retailers are working through what is projected to be a highly profitable season. The National Retail Federation expects sales in November and December to increase 3.6 percent to $655.8 billion, up from $632.8 billion last year. An improving economy spells good news for retailers - so long as they have the labor needed to take full advantage...
Workforce Management Helps Blend Human and AI Resources
Managing the workforce now means managing a host of customer support entities both human and cyber...
Why Workforce Management is a Must
Workforce management helps to optimize processes, the work to be done and the way agents perform the work, leading to better outcomes overall...
Tips for Workforce Management Success
Workforce management is sure to be more successful when agents have access to information and stress relief...
Holiday Customer Support Starts with Workforce Management
How do you make sure your workforce is ready for holiday customers? You make sure your workforce management system is up-to-date and capable of scaling up to the task...
Train Your Reps for Customer Service and Marketing
Better workforce management means getting to understand different departments and delivering the same training to get everyone on board for success...
Look for These Qualities When Hiring Call Center Agents
You're already looking to hire the obvious skillsets, but overlooking these attributes could challenge even the best workforce management solutions...
Skillful Scheduling Navigates Contact Centers through the Dark Months
The end of the year presents multiple challenges to contact center managers. A good call center scheduling plan, backed up by a flexible solution, can help...
AI Can Help Boost Agents' Emotional Intelligence
Soothing irritated customers is one of the most critical skills a contact center agent can have. Ensuring agents get it right most of the time is the responsibility of call center management...
To Spot Customer Support Problems, Become Your Own Customers
The best possible way to improve the customer experience is to look for the biggest roadblocks - customers' biggest aggravations - and eliminate them with workforce management solutions...
Why Cultural Diversity is a Must in the Contact Center
Workforce management focused on cultural diversity in the contact center leads to better outcomes in productivity, employee satisfaction and a healthy bottom line...
Successful Leaders Encourage Autonomy and Empower Their Team Members
Combining leadership skills and teambuilding activities is the best way to strengthen a team and facilitate successful workforce management...
Why Call Center Scheduling Demands Automation
The call center can instead improve performance and outcomes with a focus on an automated workforce optimization solution to manage call center scheduling activities. Such a tool can improve accuracy, while also optimizing schedule assignments. Managers can easily check Key Performance Indicators (KPIs) against historical data and analyze data in an integrated solution to make more informed decisions...
Small Improvements in Schedule Adherence Save Big Money
Adherence problems, of course, can lead directly to customer service problems. When agents aren't sticking to schedules, call queues get longer, emails and chats pile up and customers begin to abandon calls, which harms your relationship with them as well as your employee engagement and even your brand. So no matter how great your schedules are, tacking the "monster" that is adherence is part of being a great contact center manager...
Customer Service a Serious Differentiator in Competitive Fast Food Market
Customer engagement wasn't considered a high priority at fast food restaurants for many decades. Convenience, affordable prices and delicious addicting foods were traditionally compelling factors that have kept customers returning despite spotty and inconsistent service...
Monet Software Answers Your Most Common Call Center Questions
Call centers have gone through quite an evolution over the decades. Not just in how they treat customers and agents who work for them, but also in the technologies they utilize and how they function on the backend. With everything new and exciting going on in the call center, there can be questions of all kinds popping up...
Consider Mentoring Programs to Engage Millennial Call Center Employees
While most workplaces today have employees who span generations - from Baby Boomers near retirement age through Gen-X and to younger Millennials beginning their careers - the contact center has traditionally attracted younger workers. For many managers, this means managing workers who are largely millennial. This could have implications for managers, since management styles that worked for previous generations of employees may not work with today's young people...
Go for the Sure Win with Workforce Management
The quick and easy win isn't always a possibility in business. While we would certainly get to our goals much faster, it doesn't mean that it's always the available route. The ideal goal is not only to win, but to win with sustainability so you can keep winning. This approach is ideal in workforce management...
Hesitations Don't Have to Limit Access to the Cloud
The standard approach to customer service in the call center has typically been to ensure the agent can satisfy the customer's needs in the least amount of time. While it sounds like efficiency, the same old approach to hitting the numbers may not be enough to keep the customer base happy. In a market where workforce management is a formidable tool, it may just be time for a change...
What Can Call Centers Do Better as Millennials Take Over?
The ongoing task for anyone involved in the call center - from the front lines, to management and the back office, is to ensure customer needs are always being met. It's the chief goal no matter what industry or market you're talking about: Keep the customers happy and keep them doing business with you...
Customer Complaints Bring Raw Data and Business Intelligence
Complaints are a cost of doing business, and while you will inevitably identify some serial complainers who are truly a thorn in your contact center's side, most people don't revel in complaining. They usually have - or believe they have - a good reason for speaking out. Instead of viewing it as a burden, say customer support experts, turn them into an opportunity for intelligence gathering...
Workforce Management Shifts Toward Total Talent Management
There are many different effective ways to manage your workforce today. Workforce management solutions can help you make the most of your human assets, and become part of an increasingly popular strategy known as "human capital management." HCM is a bigger umbrella than workforce management, because it generally includes management of non-employed workers...
Consider Modern Workforce Management, Unless You Like Spreadsheets
Have you ever tried to meet today's technology demands with yesterday's innovations? For most of us, the answer is yes. We try to force new ideas into an old way of doing things and we lose benefits like efficiency along the way. Workforce management is a key area where a failure to leverage the latest technology can render efforts pointless...
Workforce Management Helps Agents Master Time Management
In the contact center, meeting efficiency metrics and targets starts with a great schedule, and it's management's duty to put these schedules in place. The best manager in the world, however, can watch the day fall apart when some workers demonstrate that they're simply not capable of managing their time properly and sticking to a schedule. It's a problem familiar to most managers, but in the contact center, where every minute counts, it can often be a catastrophe...
Better Department Integration Can Produce Better Bottom Line Results
The workforce is the most valuable asset in the contact center environment. Customers rely on individuals on the other end of the channel to provide them with information, problem resolution or transaction management. When agents can't do this effectively, it hurts the overall customer experience. Therefore, putting the right workforce management solution in place is a must...
Before You Trust Workforce Management - Ask for Results
Do your customers ever wonder about the difference between your marketing promises and actual results? If the answer is yes, there may be a need to take a deeper look at your approach to workforce management. Do you have the right tools in place to ensure the right number of individuals to serve the projected number of interactions?..
Keeping Workforce Management Aligned with 2016 Contact Centers
Automated workforce management is being adopted by many industries and corporate functions today, from factory labor to sales to mobile workers. While it can help all these functions increase efficiency and reduce costs, it's critical to ensure you're picking a solution that's matched to the workforce it's supposed to serve. In the contact center - one of the many functions that can greatly benefit from automated workforce management - it simply wouldn't make sense to use a solution created for factory workers...
Why Workforce Management Matters in Healthcare
Metrics - who doesn't like to capture information that can easily tell a story of success or failure? This is especially true in the call center environment. Managers love metrics and they need them to demonstrate to those in the C-suite that the activities happening on the frontline are contributing to a healthy bottom line. When it comes to workforce management, are all metrics created equal?..
AI Has a Place in the Future of Personalized Customer Journeys
The problem here isn't that companies are offering customers self-service. Few people actually prefer to speak with a human being over an automated system. The problem is that automated systems are often ineffective and act as a barrier rather than an enabler of a good customer experience. So what if companies could build self-service solutions that actually worked properly? It's not like they don't have the raw data that could enable a great customer experience...
Millennials Will Dictate Big Changes to the Traditional Contact Center
Today's younger consumer is different from previous generations. When it comes to customer support, Millennials, or young people born between (approximately) 1982 and 2003, are comfortable with (and even prefer) self-service. They are tech-savvy and quick to embrace the ever-growing influence of social media. They expect service to take place quickly (with instant gratification), and they have little patience for holding, waiting or being asked to call a different department. Unfortunately, most contact centers haven't yet caught up with all of these trends...
Complex Workforce Management for the Complex Healthcare Contact Center
Healthcare contact centers have some unique needs, and contact center managers need to understand this, particularly when choosing workforce management solutions to support them, according to a recent blog post by Chuck Ciarlo, CEO of workforce optimization solutions provider Monet Software...
Instead of Engaging Multiple Customers, Focus on One at a Time
The first step to solving a problem, according to the old philosophy, is admitting that you have one. While statistics show that Americans are increasingly unimpressed with the quality of customer support they are being offered today, the companies providing this substandard customer support remain largely oblivious. According to research by Lee Resources, 80 percent of companies claim to deliver "superior" customer service. Unfortunately, only 8 percent of people think these same companies deliver "superior" customer service. That's a pretty big disconnect. One could almost use the word "denial."..
Quick Win or Sustainable Success -the Key Workforce Management Question
The concept of productivity and optimization can often elude even the best managers in customer service. The failure is not so much in a lack of understanding, but rather a lack of the right tools to drive workforce management. When upper management doesn't understand the importance of this concept and what it means for the bottom line, it's harder to meet strategic initiatives...
Who is Responsible for Interacting with Customers via Social Channels?
Today, the "call center" is more than a bit of a misnomer. Once reserved entirely for telephone calls - even mail responses were processed somewhere else - today, the contact center is the main artery through which all customer communications should route, including social media. It's important to note that for many companies, this still isn't the case. Oftentimes, it's the marketing department's job to handle social media and the contact center is cut out of the process entirely. Unfortunately, customers today have expectations that any queries they make via social media will be answered...
More Mobile Offerings Can Give Banks a Leg Up
With mobile payment systems on the rise, some of which not even requiring a credit or debit card but rather handling balances completely internally, people who might have been bank customers at one point are likely starting to wonder why banks are even necessary anymore. That's bad news for banks, and a new study from Clarabridge offers some insight on how to prevent that particular fate from coming to pass...
Want to Make Workers Happy? Update Your Workforce's Technology
Contact centers are often clustered in geographic areas of high unemployment for a reason: a ready supply of workers. States with military bases are a big attraction because, it's reasoned, there will be a large group of military spouses looking for work. Companies often choose areas with low property values to keep their costs down. The problem happens when too many contact centers cluster in the same area: in order to attract workers, companies may offer an extra dollar an hour to "poach" from their competition. The reasoning is that since one contact center is much like another, workers will be willing to switch for an extra $40 per paycheck...
Are You Listening to Your Customers?
How scripted are your customer care agents expected to be on a given transaction? Your answer can have everything to do with the level of satisfaction your customers are experiencing. If agents have to be scripted at all times, it's likely your customers aren't being heard. If agents have the power to converse with customers in a way that they actually hear them, your outcomes are likely to be much better...
New Software Tools Help Improve Workplace Diversity
While "diversity" may be a controversial term in some political discussions, in the workplace, it's a proven winner. A Harvard Business School study found that workplace teams that include workers from different backgrounds and experiences are more likely to produce creative ideas and methods of solving problems...
Workforce Management Offers Significant Benefits to Government Agencies
By Tracey E. Schelmetic
Once upon a time, "workforce management software" was essentially synonymous with "payroll." Companies' payroll departments would use the solutions as a kind of computerized HR clock to determine how many hours employees had worked, and use this information as the basis for paychecks and overtime. Even today, the overlap between the two concepts is still very strong. It shouldn't be. Workforce management is so much more than payroll. This is especially true for state and local governments that are rushing to comply with incoming Fair Labor Standards Act (FLSA) that will go into effect on December 1 of this year...
Apple Makes Big Moves Toward Pay Equity in Workforce Management
It might seem like a foregone conclusion that people doing the same job get the same pay, barring some of the standard reasons like merit raises, unusual skill sets or seniority. That's not the case, though, and many places are actively working toward producing an outcome where equal work merits equal pay, regardless of things like gender and race. Apple is one of these companies, and its new diversity report spells out what it's done so far...
Wise Guy Reports Study Illustrates Workforce Management Software Market to 2021
For those wondering what the market will look like in workforce management for the next few years, a new report from Wise Guy Reports is set to provide that insight over a wide scale of the market. There's a lot going on in this field, and the new report, "Global and Chinese Workforce Management Software Industry, 2011 - 2021 Market Research Report," should spell out the terms of this fundamentally changing field well...
Planning for a Workforce of Millennial Employees
If you run a contact center, chances are good you've already got some experience managing younger workers from the so-called "Millennial" generation. Even if you hadn't, you will shortly; statistics show that there are now more Americans of this younger generation than their parents, the Baby Boomers. They are now 25 percent of the American populace, and they are entering the workforce in record numbers as the Baby Boomers retire...
Workforce Management Market Expected to See Strong Growth
The variables to manage inside the typical contact center tend to focus on processes, key strategic service delivery goals and human management. The agent base is often touted as the most valuable asset within the customer service division, but how do you effectively drive key initiatives among of team of individuals with a variety of skill-sets, education and talents? The best answer is workforce management...
Take Your Workforce Management to the Next Level with Workforce Optimization
The individuals that are charged with caring for your customers have a lot to do throughout the day. At the same time, you have a lot of expectations when it comes to their performance. Do you want to manage these talented individuals through manual processes, or does it make more sense to leverage a workforce management solution that drives the desired results?..
Is it Multichannel, or is it Omnichannel?
"We're omnichannel. We have lots of channels."
In the customer support industry today, "omnichannel" is an important buzzword. In many quarters, it has replaced the older "multichannel" descriptive to mean a contact center that can handle customers who may call, email, text, use online customer support or even resort to the old-fashioned U.S. postal service. But do "omnichannel" and "multichannel" really mean the same thing?..
Why Your Workforce Management Strategy Needs to be Future Proof
Has any other generation gotten as much attention as millennials? The Baby Boomers sure did drive much of the conversation for years, but marketers don't seem to focus nearly as much attention on them now as they do the younger generation. It's driving budget changes, marketing campaigns and even human resource practices. The big picture is really all about workforce management and what this means for companies in the future...
More 'Big Data' Analytics Are Being Used for People-Related Processes
Many companies have been using analytics for years - even before the term "big data" became popular - but traditionally, data crunching to improve efficiency has been used largely on processes, not on people. But with the spectacular results from using analytics showing up in manufacturing, distribution, the customer experience and elsewhere, many companies are taking analytics solutions for human workforces more seriously...
Optimizing Workforce Management for Medical Contact Centers
Most contact centers are in the business of dealing with people, whether it's customers of retail goods, insurance or financial services customers, or business-to-business representatives. In medical contact centers, agents make it their business to deal with people about people: the transactions are often more personalized and urgent than in any other kind of support industry. Medical contact centers are often handling higher-stakes crises than support centers that handle retail or b-to-b interests. Emotions run high among callers, and complex matters may arise at any time of day...
4 Easy Ways to Drive Customer Experience
The ultimate goal is to achieve the improve customer experience that helps set you apart from the competition. Workforce management is a great tool to help in the process, but first, focus on these four areas to get going in the right direction...
Addressing the Most Common WFM-Related Challenges in the Contact Center
Beyond keeping track of average handle time, managers using modern workforce management can keep a careful eye on a number of other quality metrics. The real advantage is that they can do it live, as call center operations are unfolding...
Why Even Restaurants Need an Omnichannel Approach
This is a case of this particular restaurant using just one channel to service its customers: the traditional telephone. The restaurant owners, in this case very acclimated to the American culture, have done well on a single-channel approach to customer interactions. But in an era where the next generation won't accept anything solely traditional, a lack of digital integration and omnichannel experiences are limiting the restaurant's potential...
Why Killing the Spreadsheet is Key to Improving Visibility
Workforce management helps to streamline those activities that take considerable manual hours to complete. It no longer requires a significant upfront investment as the solution is available as a cloud-based solution. Plus, managers have the visibility they need to help empower staff to be flexible and focus on the customer experience. When these outcomes are improved, the organization can't help but benefit...
Call Center Agents Transition to Service Professionals
What agents will value, however, is more potential to excel in their jobs and benefit from their efforts. Employee engagement is much higher among employees who don't feel their jobs are dead ends, but instead learning opportunities and a way to climb the ranks to supervisors and managers, if they excel, or at least to gain experience that can be brought to another job. First, however, they need to be prepared to excel...
Streamlining Workforce Management Solutions to Save Time
If it's a goal for your organization to help your customer-facing employees spend more time with customers and less time interacting with outdated workforce management solutions, it may be time to look for a cloud-based solution with a strong mobile component...
5 Ways to Show You Are Appreciative of Your Employees
Showing an appreciation for your employees can go a long way in helping your company succeed. For starters, it can create more cohesiveness in the work environment and encourage employees to stay with your company longer. But certain gestures of appreciation have more lasting effects. And in the business world, it's best to tie these appreciative gestures or rewards with certain performance standards. That said, following are five ways you can demonstrate an appreciation for your employees and some of the benefits you can derive from it...
Government Agencies Benefit from Automated Workforce Management
It's a general rule that the larger the workforce is, the more complex managing it becomes. Employees often have competing needs, and trying to manage everyone fairly usually results in someone becoming disgruntled. Government agencies, no stranger to large workforces, are often still reliant upon manual workforce management systems, which is one of the many reasons they carry a strong reputation for inefficient people management...
Contact Center Show Season Offers Opportunities to Gain New Ideas
The good news is that it is contact center industry trade show season, and some of the latest and greatest contact center enablement technologies will be on display. While ICMI is finished, the next show to kick off will be Call Center Week 2016 in Las Vegas, which will be held at the Mirage Resort on June 27 - July 1. A number of contact center innovators will be participating, including workforce optimization solutions provider Monet Software, which will be at Booth 616...
Automation Was a Hot Topic at the Recent ICMI Event
At the recent ICMI Contact Center Demo and Conference in Long Beach, Calif., thousands of contact center industry professionals gathered to discuss what's new in the contact center industry. While there are many new technologies and ideas about the best way to support customers and offer a great customer experience, automated solutions were one of the biggest topics discussed...
Agent Performance: Why Cultural Change is a Must
In a recent conversation about unnecessary phrases, a friend pointed out how annoyed she gets when companies tout they have made a positive change. Her reasoning is that companies should only ever make positive changes - why would anyone in their right mind willingly make a negative change? Therefore, the positive word is unnecessary...
Don't Let Contact Center Rules Squash the Initiative of High Performing Employees
While every organization and industry is different, when it comes to high-performing employees, there are shared characteristics. High performing employees are generally classified as those who have their own systems for staying organized and knowledgeable; those who can take the initiative themselves to do a better job; those who listen to others for feedback; and those who are good at setting their own goals...
HR Tech Busts and Musts in 2016
HR is one of the fields that is undergoing a technological transformation. Businesses are being faced with a whole range of new employee-focused systems that are making all processes of the human resources management easy to manage. One such technology that has changed HR is the cloud-based HR technology. This technology has made the HR leaders to find themselves in a new position of responsibility. However, even with technology expected to make things better for the HR managers, it is by no means an all-encompassing solution to all the organizational HR issues. The following are "Musts" and "Busts" in 2016...
Understanding How the Workplace Communicates Today
The study authors emphasize that one size will never fit all. Depending on a particular use case or situation, and a company's needs - does communication need to be instant? One-to-one? Group-based? -- different solutions will need to be considered as they may prove more effective in distributing content and information to the important employee audience...
Top 10 Features You Should Consider In HR Software
But, choosing HR software can be a difficult task. There are lots of things you need to look out for. Below are the top ten features you should consider in HR software...
Replace Field Service WFM with Newer, Mobile-Focused Solutions
While the goal is ultimately to make better use of field service personnel's time, a great secondary goal includes improved customer satisfaction: by predicting more accurate times for house calls, companies can avoid the "sometime between noon and 6:00 pm" windows that customers hate so much. Even with schedule exceptions, the service organization can get back on track and ensure that customers aren't left behind...
Michael's Gets a Leg Up on Workforce Management
Considering, these days, how many laws there are around the use of employees, it must be a welcome development to have a tool specifically geared toward managing such a workforce. If the tool can help winnow down the HR department, meanwhile, that's a cost savings directly to the company. Being able to schedule help better as well improves the likelihood of a positive customer experience and thus improves the likelihood of return business...
Today's Workforce Optimization Enables More Personalized Coaching for Millennial Contact Center Employees
While everyone seems to have an opinion on today's younger members of the workforce - the so-called "millennial" generation, what's really important is that going forward, these workers will make up a significant portion of many companies' employees. For this reason alone, it's important that managers understand how to manage them properly...
HotSchedules, Agilysys Develop POS and Scheduling for Hospitality Market
Just as restaurants have used the Internet of Things to link devices in their own locations or multiple locations, hospitals and care centers can do the same. IT administrators can collect data about all the devices within a physical location to determine how they are used throughout a work day. When analyzed correctly, clients can make changes in their operations to save money and work more efficiently...
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...
UK Contact Centers Run Decades Behind in Workforce Management Adoption
Workforce management solutions designed for the contact center help companies today achieve significant improvements, both in service quality and operational efficiency. They can help balance the needs of the customer support organization by ensuring sufficient human resources are available to properly address customer needs while at the same time ensuing that the company isn't wasting money on resources it doesn't require. It's not a new idea: companies have been engaging in workforce management manually, on paper and then on spreadsheets, for a very long time...
Wise Workforce Management Choices Reduce Learning Curve, Save Time & Money
Many companies are feeling pressure these days to improve the quality of their workforce optimization. They know - because the word "optimization" appears in it - that's it's something that helps a company use resources better. They've read case studies that show that workforce optimization (WFO) can yield very fast return on investment. But they may not be so certain exactly what's it's going to do for them...
UK Contact Centers Backslide in Customer Satisfaction, Far Behind in Workforce Management
While Americans may complain about the state of the customer support industry in the U.S. - loudly and regularly - it's important to remember that we, as a nation, have fairly high customer satisfaction rates. Operating under the principle that "it's always worse somewhere," it's worth taking a look at our British cousins...
Yesterday's Workforce Optimization Told You Where You Went Wrong. Today's Tells You When You Are Going Wrong
To work properly, of course, your workforce optimization solutions requires data, and a lot of it. Many of today's solutions have data and speech analytics capabilities that can give contact center managers unique insight into operations and ideas regarding how to improve. While previous iterations of workforce management solutions generated data, it came too late to help the contact center right in this moment, according to a recent blog post by Chuck Ciarlo, CEO of workforce optimization solutions provider Monet Software...
Study Highlights the Perils of Mushroom Management
Mushroom management is not new, but the world of work has changed and employees no longer are putting up with it. It isn't safe to entrust your livelihood to a company that doesn't necessarily have your best interests in mind, and not knowing the real-time performance of the company reduces an employee's ability to adapt if things start to go bad...
Gamifying Employee Engagement
Currently, one of the biggest issues organizations are dealing with is low levels of employee engagement. Bad employee engagement can lead to lower employee retention rates, poor work being produced and an overall unhappy workforce. Gallup reported that in 2015, 32 percent of U.S. employees were engaged in their jobs. Meaning the majority, 50.8 percent of employees were not engaged in their work...
Don't Assume Baby Boomer Customers Want Only Telephone Support
Customers over 50 may not be rushing to Snapchat to share customer experiences as quickly as younger Americans, but they are addicted to email and they're addicted to their smartphones, so expecting to reach you only by telephone is a mistake...
Your Quality Improvement Process Should Focus on the Positive for Great Company Culture
Once upon a time, companies used to pride themselves on the loyalty and staying power of their employees. It wasn't uncommon for young people to begin a job after high school and ultimately retire from the same company. For a number of reasons, this seldom happens anymore, nor is it always desirable for either workers or employer. But "staying power" is still a good thing. Taking on new workers is expensive and time-consuming, and new workers - particularly in customer-facing positions - are unlikely to be in a position to "wow" customers just yet...
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