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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

  • Top 8 Things to Consider When Evaluating a Cloud Contact Center Provider
    With all the buzz surrounding the cloud contact center, chances are you've considered the possibilities for your own environment. Like with any change, however, it can be daunting to determine the right path to ensure you get what you need for a cost you can afford. One of the perks associated with the cloud contact center is that it can easily integrate into your workforce management solution and you only pay for what you use...
  • Hosted vs. Cloud: Evaluating Contact Center Solution Delivery
    Experts advise that companies understand their needs and wants before they go shopping so they can determine what works best for them. There are those who maintain that the hosted version can offer better data security (although others dispute this). Other important considerations include the ease of updates and upgrades (are they free or do they cost the end user money?), how well the solution integrates with other key call center applications, whether the solution offers the 99.5 percent (or better) uptime necessary in the call center industry and how the solution is secured against data theft and for the purposes of legal compliance...
  • Comprehensive Report Shows Positive Trends in Employee Engagement
    Quantum Workplace recently released a report on employee engagement that shows improvement in employee engagement across the U.S. The detailed report breaks down engagement by different factors like geographic location, tenure, job title and industry...
  • How the Employee Handbook Can Improve Workforce Management
    While the employee handbook won't prevent all issues that could occur with employees, it does help set the expectations you have for tone, attitude and behavior. When blended with workforce management, you're better equipped for greater efficiency...
  • Employee Engagement Begins and Ends with Call Center Management
    In the end, employees who feel that they have more control over their jobs and a bigger stake in personally contributing to the company's success, will be the employees who stick around and increase their value with experience...
  • Workforce Management Solutions Provider Hosts Events to Address WFM Trends and Challenges
    While the essential function of workforce management in the contact center hasn't changed much in recent decades - the goal is still to make the most efficient use possible of the existing human resources to ensure that customer queries are handled in a timely way without over-staffing. That landscape has changed in recent years...
  • Why Workforce Management Should Focus on Happy Agents
    What does it take to create happy agents in the call center environment? Is it more money, better hours or the promise that they never have to deal with a frustrated customer? The last option would be ideal for any customer service operations, yet hardly achievable. What you can do, however, is focus on changing the way you handle customer interactions so as to greatly reduce the number...
  • Process Improvements in the Contact Center Require Embracing Innovation
    Most organizations seem to know instinctively that innovation is the lifeblood of a successful business. Various studies have found that as many as 90 percent of executives count innovation as one of the most important factors in success. We live in a world where changes, particularly in the ways we communicate, seem to happen on a weekly basis...
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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