Workforce Management Featured Article
WFM Works for Small Contact Centers Too
One of the great things about technology today is that it can allow even a small business to operate like a large one. And that holds true of modern workforce management software.
Just look at what WFM solution supplier Monet Software (News - Alert) is doing.
“We’ve worked with businesses with just 30 agents – sometimes even less – and showed them how they can improve the performance of those agents, as well as their training, legal protection, and customer service, simply by adding WFM,” Monet Software writes. “These are the goals shared by every contact center, regardless of size. And they are a greater challenge at smaller centers than larger ones.”
That’s because even small departures from the schedule can have large impacts to a call center with just 10, 20, or 30 agents. Yet, many small contact centers have yet to invest in WFM. And that may be because they think WFM software is designed for larger environments and are out of their reach from an economic perspective.
However, cloud-based WFM solutions lower the upfront cost barrier for customers. And they have low operating costs throughout their deployment because cloud-based solutions allow customers to pay for only what they use.
“For a smaller call center, this means the ability to significantly lower upfront costs, while maintaining the option of scaling up as needed,” notes Monet Software.
In an August blog on workforce management trends, Pam Plyler of The Northridge Group writes about how WFM can help contact centers improve first call resolution, improve demand forecasting, and more. That’s important, she adds, because forecasting call volume and determining staffing needs are becoming more complicated due to the multiple channels that are now available for customer service.”
Edited by Maurice Nagle
