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
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...
The New Face of Workforce Management for 2015
A third critical benefit that modern workforce management will provide is the ability to run complex analytics on workforce management processes in order to spot trends, correct problems before they occur and make better use of existing assets...
Can Smart Simplicity Help Improve Workforce Management?
How do you drive the overall effectiveness of your workforce? Do you implement employee engagement strategies on a regular basis or do you integrate workforce management solutions with your call center software? If you're following the latest thought processes on quality customer interactions, you know that engagement is key and getting rid of busy work, meetings and paperwork may just be what you need to drive optimal results...
4 Ways to Improve Workforce Management Outcomes
There are a number of challenges that can exist within the contact center space. It's not uncommon for turnover to be high, the pressure to cater to customer demands to be intense and the variables involved to properly staff the center extensive. From a workforce management standpoint, it's all about finding the right solution to support the proven processes you already have in place..
2015 Will Bring New Demands to Workforce Management
The American workforce is changing, as is the global workforce. Hours are becoming more flexible, and the barriers between work and home life are disappearing thanks to mobile devices. New regulations on healthcare are coming into play, and minimum wages are on the rise many places (and not just in the U.S.). As the workforce changes, so too must the solutions and processes used to manage employees, and that includes workforce management. This necessity will present challenges to many, if not most, American companies going forward...
Build Rewards and Incentives into Call Center Performance with Workforce Management
The rewards and incentives can be in the form of money, recognition ("employee of the month" and a photo on the wall), non-monetary rewards (a primo parking spot close to the building) or first pick of vacation time. (Workforce management solutions can help keep track of where agents should be in the priority list for rewards based on performance.)..
How Workforce Management Can Help Improve FCR
How often are customer issues resolved on the first call in your contact center? First call resolution (FCR) is often a topic of importance as the higher the number of calls resolved on the first contact, the lower the cost of care per customer. It also points to the use of effective strategies and proven workforce management...
The Restaurant Industry and the Contact Center Industry Have Lessons for One Another
In the restaurant industry, like in the contact center, managers, supervisors and other non entry-level positions are often filled by people who started on the bottom rung. These individuals are often those who showed an uncommon level of persistence and determination, and were therefore promoted out of the ranks. To try and recruit and nurture more workers who show this kind of discipline, it's worth it for contact center managers to take some advice from the restaurant industry...
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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