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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

  • Effective Quality Monitoring Depends on Training and Employee Expectations
    Call center management, among its many other responsibilities, is tasked with monitoring operations and employees. This can manifest in activities such as listening to employee conversations as they work through issue with customers; it can also include keeping tabs on how business call recording and screen capturing software is working...
  • Workforce Management Solutions Can Lighten the Load for Call Center Managers
    Many of today's WFM solutions offer mobile apps, enabling managers to step away from the office and still be apprised of activity. Sometimes a few minutes of sunshine or a short break can be a major stress reliever and mobility easily enables that while ensuring managers don't lose touch with what's happening inside the call center...
  • Why Workforce Management is Good for the Back Office
    At the same time, if they have to wait in the queue too long to talk to a live agent, they may hang up and call the competition. Without a robust workforce management solution in place to ensure you've scheduled according to anticipated traffic levels, this could easily happen. When all operations are synched across the same platform, satisfaction is experienced by customers, agents and even management...
  • Superior Call Center Management Means Being Both Proactive and Reactive
    This is also a person who uses a meeting planner schedule to set meetings for times when he or she is confident that call center coverage is acceptable, and is able to easily facilitate schedule change requests and agent shift swaps, often by allowing agents to bid on coverage gaps. (Many agents are often looking for more hours than they are currently getting. This helps fill in the "required versus assigned" gaps, and benefits employees at the same time.)..
  • Consider Extending Workforce Management to Back-Office Functions for Improved Efficiency
    By using a cloud-based solution, companies can keep upfront costs down and configure the solution to the precise parameters they require. Organizations can also use and administer the solution remotely, and allow remote offices and home-based workers to use the solution. While premise-based workforce management may have been too cost-prohibitive for companies in the past looking to improve efficiency and automate back-office work, the cloud has made it possible for organizations today to extend the same benefits beyond the immediate confines of the contact center...
  • Why the Helpdesk Needs Workforce Management
    At the end of the day, all the customer cares about is quick resolution to the issue that spurred the call in the first place. If a workforce management solution can deliver on this expectation, the helpdesk is already in a better place...
  • Using Real-time Management for Call Center Insight
    Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the aforementioned, there must be solid call center management tools. These will help break down KPIs and allow managers to better assess their needs...
  • Intra-day WFM Enables Real-time Decision Making
    Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manage a workforce, it's also important to understand and address the most basic of workforce issues...
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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