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
Smartsheet Work Management Seeks to Show How Businesses Operate
There is a lot of focus on business technologies that can improve employee collaboration. One segment of that technology that is rarely discussed, however, is the visual side of things. How exactly does one, as a manager or project coordinator, see collaboration taking shape?..
Modern Workforce Management Helps Predict the Future - Sort Of
Forecasting is a science, and it will never be right all the time. (Witness the weather forecast.) The trick is to use a mix of past behavior - one of the best indicators for future happenings - and a mix of other variables that are likely to affect future behavior. In the contact center, it's often the job of the workforce management solution to forecast call volume. Many companies still do workforce management manually, on spreadsheets and using mathematical formulas, and the forecasting capabilities of these methods are limited, according to a recent blog post by Monet Software CEO Chuck Ciarlo. A modern workforce management solution can bring to bear elements humans simply can't account for...
The Cost of Poor Customer Satisfaction
Most companies today strive to offer excellence in customer service. They may have it on a goals list, and they may discuss the idea at every meeting. Where many companies fail, however, is in the implementation side. Their operation may be too troubled with disinterested, poorly trained agents, or their infrastructure may not be able to accommodate multichannel customer support. Their databases may be old or unavailable. Agents may be scripted too rigorously and are unable to use their initiative to solve real problems. Whatever the reason, true customer satisfaction is out of reach for many companies...
Workforce Management is a Must, But Should it Come From the Cloud?
The amount of information available in the market that supports the benefits of the workforce management solution makes it an easy sell for those in the C-suite. The next decision to be made is whether it's better to implement the in-house solution or turn to one offered in the cloud. When making such a decision, it's important to consider implementation...
Young Call Center Workers Encouraged To Finish Studies
When it comes to the call center workforce, completing studies is key to continued success. While that may seem like an obvious statement, the trend in the BPO industry and for the call center workforce in general is that it is typically comprised of young employees who have yet to complete their higher education degrees. According to the Department of Education-Cordillera in the Philippines, the value of completing formal education is immeasurable...
Call Centers Restrict Their Potential with Manual Workforce Management Processes
We like to think that the contact center is a pretty automated place. After all, software solutions to make customers' (and agents') lives easier have been around for decades. So most customer-facing organizations are using them, right?..
Survey Measures Workplace Distractions
As long as people still work, they'll always find ways to avoid actually doing their work. The Human Capital Institute (HCI) has released another version of its quarterly "Talent Pulse" eBook detailing how companies can get around all of the distractions the modern workplace offers...
Can Middle Managers Prove an Innovation Gold Mine?
While the middle manager of today's office is commonly regarded as something of a slow-witted villain drunk on his or her own inflated sense of self-importance-consider the characters from "Office Space," "Demoted," or "Dilbert" for all that's needed on the perception of middle manager-middle managers are often found quietly serving an unsung tactical liaison role between the strategic planning of upper management and the operational level of the everyday employee. Given that somewhere around 7.6 percent of the United States' workforce qualifies as middle management, it's worth considering how to get more out of this group. Indeed, some are looking to the middle manager as the next great center of innovation in business...
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
Workforce Management Industry News
Featured White Papers