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What Is Workforce Management?

Workforce management software offers call centers actionable intelligence in preparing staff levels on a daily basis. Generally Workforce Management suites are used instead of standard spreadsheet style scheduling and can offer a more detailed and comprehensive look at your staffing expectations for a given day. By efficiently managing your workforce you can curb issues like shrinkage, over staffing and schedule adherence all of major concern in the call center, where staffing is usually the number one cost associated with the operation. Learn more

Workforce Management Featured Articles

  • Worldwide Utilities Mobile Field Force Management Software, 2014 Vendor Assessment: Latest from IDC
    IDC Energy Insights, the research wing of International Data Corporation (IDC), a global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets, recently released an IDC MarketScape study, "Worldwide Utilities Mobile Field Force Management Software, 2014 Vendor Assessment". This study provides utility companies (electricity, gas, water, etc.) with insights into the current capabilities and future strategies of mobile field force management (MFFM) software vendors, guiding them in planning a new MFFM implementation...
    7/29/2014
  • Monet's Ciarlo Offers Advice on How to Recognize the True Cloud
    That's frustrating to both Monet, which Ciarlo says has dedicated a lot of time, effort, and expense to provide a true cloud solution, and to organizations that are seeking cloud solutions but may have a hard time discerning what is and is not a true cloud offering - until, that is, they've invested in it and it's too late...
    7/22/2014
  • The Importance of Scheduling Employee Collaboration in the Contact Center
    Breaks are critical not only to take the pressure off employees, but also to allow them to communicate with coworkers, sharing knowledge and experiences and building team feelings. This is a critical factor to keep in mind when scheduling employees. While the "nose to the grindstone" model may work in the short term for many contact centers, in the long-run, cultivating a positive company culture through collaboration may go much further...
    7/21/2014
  • Checking the Health of Your Workforce Management System
    Workforce management solutions are used to track and influence all activities of productive employees. This type of system focuses on optimizing everything that touches human resources, including payroll and benefits, career planning, training, forecasting, recruiting, schedule conformance and labor budgeting...
    7/15/2014
  • Consider Deemphasizing Average Handle Time in Favor of First-Call Resolution
    While nearly all contact centers chase some kind of metrics - average handle time (AHT) being the most popular - as customers have become more demanding and more willing to switch at the first sign of a poor support experience, companies have begun to realize that some metrics are more important than others. While average handle time may help keep agents on their toes, relying too heavily can damage the customer experience if agents are rushing customers off the phone before the transaction is truly complete, simply in order to keep the agent's AHT scores low...
    7/15/2014
  • Employee Satisfaction Improvements Lead to Double Customer Satisfaction Improvements
    There is a trend in workplaces today that most Americans can relate to. Companies, faced with shrinking profit margins, are continuing a push on their employees that began several years ago, and continues to this day. American workers are frazzled, burned out and disengaged in large numbers. Frightened with the prospect of losing their jobs, workers continue to put up with unrealistic demands, grumpy bosses and stagnant salaries...
    7/9/2014
  • Skills Gap in Dubai Leads to New Tips for Recruiters in Workforce Management
    The more the business can cement the philosophy that "we're all in this together," so to speak, the more likely that said business will find the people it needs and also keep said people around. Finding those skilled people can be difficult, but with mutual effort in both directions, the end result is often quite positive...
    7/8/2014
  • Making the Most of Mobile Workforce Management
    More and more in today's work environment, employees do not need to stay at their desk to be effective at their job. The ability for individuals to work from anywhere and anytime is becoming increasingly important, no matter which sector your company competes...
    7/2/2014
Workforce Management
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
Quality Management
Quality Assurance, Monitoring and Management for Improved Customer Satisfaction
Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction
Performance Management
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service

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