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
Hitting KPIs in the Call Center Requires a Firm Foundation
Key performance indicators (KPIs) are commonly used in contact centers, but they mean different things to different people. Managers may seem them as a diagnostic tool, agents may see them as unfair and difficult-to-comply with rules, and executives may see them as an enabler (or barrier) to profitability...
The Benefits of Service Automation for Employee Onboarding
All companies strive to integrate new employees as quickly and seamlessly as possible, as a smooth onboarding process allows for greater productivity and overall cost efficiency. The sooner an employee is equipped with the devices, access, and information he or she needs, the sooner meaningful work can begin. Effective onboarding is also important because a company that fails to afford new hires an easy transition provides a poor first impression of corporate operations and imposes unnecessary delays and challenges, both of which can affect new hire retention rates...
Are Some Customers More Worthy of Loyalty Efforts Than Others?
In the world of business journalism, there is a lot of talk of customer loyalty today. There are tips regarding how to improve it, how to measure it, how to reward it and how to encourage workers to cultivate it. The problem is that customer loyalty works very different depending on the type of business, so a short article in Forbes is unlikely to help you turn your loyalty programs around very quickly...
Ready to Drive Better Performance in the Contact Center?
Today's contact centers also need quality monitoring if they want to compete in dynamic markets. Monitoring customer interactions is essential if great service is a priority and customer satisfaction is the goal. For a number of companies, this monitoring may be essential to ensure compliance with industry regulations. Others may be focused on agent training and matching the needs of the center with the skillsets of the agent base...
Taking Real Action to Improve the Quality of Customer Service
For all the efforts companies today go through to try and improve the customer experience, there is evidence that's it's not working very well. Customer complaints are increasing, and not decreasing. Part of the reason for this may be the attitude that many companies still have when it comes to customer service: it's something to be suffered rather than mastered...
Steps to Improve Interactions with an Angry Customer
The angry customer - it's the call that most call center agents don't want to receive, yet most will at some point in their career. It's up to call center management to properly train agents on how to handle the angry caller and turn an uncomfortable interaction into one that ends with satisfaction - and not the kind of satisfaction that comes from telling off a customer. It's workforce management at its finest when agent can manage the angry conversation into one that ends well...
Meeting the Challenges Ahead for the Contact Center
While contact center managers are obliged to keep an eye on what's happening in a company's customer support operations today, a good manager also needs to ensure the contact center is prepared for what's likely to come along tomorrow. While no one has a crystal ball, there are trends that should be watched carefully throughout the year...
Why Speech Analytics is Good for Workforce Management
To be competitive today, companies need to invest in solutions that allow them to make use of data to drive outcomes. For the call center environment, every interaction with a customer is an opportunity to capture information and turn it into business intelligence. The way the customer answers the phone, the channels they prefer to use, their response to a certain part of the script - all of these things matter in the overarching focus of customer interactions. If you're not capturing this information, you're not securing your competitive advantage...
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
Quality Assurance, Monitoring and Management for Improved Customer Satisfaction
Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service
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