Workforce Management Featured Article
Advanced WFM Software is Worth the Investment
Being open to learning new things is considered a virtue. But let’s face it, learning something new when you’re slammed at work can be a real hassle.
It can slow your established rhythm as you take a beat to implement and understand the new solution. That’s not to mention the added cost of buying new software, which you’re not even sure will deliver on its promise.
Then again, advanced business software can create great new efficiencies that lower costs, free people from repetitive work, allow them to focus on more important things, enable more accurate forecasts and resource use, and contribute to employee engagement and company success. And all that, Monet Software (News - Alert) says, more than justifies the extra time and effort contact centers spend identifying and implementing advanced workforce management software.
Some have argued that WFM implementations can create false expectations related to financial benefits and scheduling and staffing improvements. But Monet Software explains that when managers marry their skills with WFM forecasting, scheduling, and staffing capabilities to create and execute sound plans and make intraday changes everybody wins.
Monet Software has many customers that can attest to that, it says. In fact, one credit union realized a $25,000 savings by implementing Monet WFM.
As noted about, making the best possible use of agent time is among the key benefits of an advanced WFM solution. Sometimes a contact center simply needs to hire new agents to meet demands, Monet Software says, but often WFM instead helps them to use what they have to address volume.
Monet Software also refutes the idea that WFM strategies sometimes force customers into channels they dislike. “The purpose of WFM is to optimize service on all available channels, not to move a customer from online chat into a phone conversation (unless the customer makes that request),” the company says. “Forecasts and schedules created by WFM result in sufficient staffing on all channels.”
Edited by Maurice Nagle
