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
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Chat Finds Its Place in the Modern Contact Center
While the phone remains indispensable to the contact center - customer support facilities are, after all, set up to revolve around the telephone - Web chat is becoming the second most important channel to customer. While today's customer may use a variety of channels through which to get an answer - self-service, social media, online forums, FAQs, mobile apps and e-mail - the telephone and Web chat are now the two most critical media when a customer actually needs to communicate directly with a representative...
How Workforce Management Helps the Competitive Advantage
Workforce management applies today for those who truly care about the customer experience and want to put the competition out of mind for the consumer. It's all about designing workflow and schedules around what the customer needs. If this isn't top of mind, it could be for the quiet competitor ready to take your share...
Workforce Management Market Set to Explode
This expansion will also help in the development of new functionality and keeping costs under control. While companies will look to the cloud for cost-effective measures to drive better access to technology, that doesn't mean every contender will deliver better cost value. Decision makers will still have to do their homework and identify those providers best suited to meet their needs. In doing so, they're also more likely to improve the bottom line over all...
Manual Skilling Has Significant Negative Consequences for Contact Center
Part of the performance improvement comes from better call handling capacity, and the reduced chances of calls being lost, transferred or put on hold, which improves the quality of the customer experience. While many companies may not believe they are losing much productivity from manual skilling, even a small amount of manual work drives down productivity and call quality...
Allowing Younger Workforces to Engage with Workforce Management on Mobile Devices
Today, most organizations have rather one-size-fits-all policies when it comes to managing their workforce. It makes sense: tailoring a management policy to each individual worker would be difficult, costly and cumbersome. But it's worthwhile to remember that some workers are going to be more comfortable with workforce technologies than others. While their level of comfort isn't always predicted by their age, it's often true that younger workers are simply more comfortable with all manner of technology...
Will RPO Vendors Add Value to Workforce Management?
Contact centers throughout the world are using workforce management to accurately project volumes, schedule staff according to projections and skill-sets and manage exceptions on the fly. RPOs can fit right into this model when they can use analytics to demonstrate productivity, improved retention and the overall effect on sales. And while the practice is still early in the process, companies are paying more attention to tying talent acquisition to business measures. Some believe that RPOs that master this capability early will find a solid foothold in the contact center industry going forward...
The Healthcare Industry Succeeds Adopting the Best Practices of the Contact Center Industry
Customized inbound/outbound strategies can also be used to better ensure that patients are following their healthcare regimens and taking their medication. A call center approach can help reduce healthcare costs by doing simple tasks - blood pressure checks, or blood sugar monitoring - over the phone, in a live or even automated way. As the healthcare industry strives to improve the quality of care while keeping costs under control, there is a great deal the contact center industry has to teach it...
Is the Customer Experience More Important than the Cost of Workforce Management?
This is where a healthy shift in thinking could be beneficial for the contact center industry. Putting the customer experience first and financial challenges second could help drive a positive outcome in the end. This may appear to be backwards thinking, but consider the contact center that drives the quality customer experience. The center has more customers to engage with because they're doing it right. This drives revenue and keeps the cost of every call at a minimum as customers are happier...
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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