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
Put an End to Customer Disasters with Workforce Management
To ensure the proper approach to customer interactions, call center management must implement proper training and quality monitoring. Agents should try to keep a customer, but there are scripts to follow and lines that should never be crossed. If all calls are recorded and monitored for performance, the agent going off on the customer is much less likely, especially if those calls are scored for performance and shared with the agent...
Quality Monitoring Becomes Complex for Multilingual Contact Centers
Most contact centers today have trouble finding the time to monitor agents in performance management programs as much as they would like. While many of today's solutions use speech technology to look for problematic calls, keywords, competitors names and other triggers, in many companies, true quality management comes down to a manager listening to calls monthly, semi-annually or annually and ticking off quality elements on a standardized form. Evaluations like these are used to determine pay raises or promotions, or to determine areas where agents might need extra training. Whether it's a formal or an informal process, it essentially comes down to managers listening...
Trends to Boost Workforce Management Investments
To that end, any technology investments have to be in platforms and applications that are easy to use and make sense to the user. If an agent has to use technology just to use technology, it won't be adopted or deliver the benefit you want. If they instead understand why it matters and it blends easily into the workflow, agents - who are more likely to be Gen X and millennials - will make it a part of their routine...
Rhythm Systems Launches My Work and People EnergyMap Tools
Rhythm Systems, a developer of enterprise productivity programs, recently announced the launch of two collaboration tools, My Work and People EnergyMap, that will work with the Rhythm Systems strategy execution software in order to help employees stay on task...
Taking the Guesswork Out of Contact Center Staffing
Imagine if instead of using a sophisticated algorithm to produce its search results, Google employed a few employees who had to take search requests manually and scour the Internet for the most relevant websites? Users would wait far longer for results and the ones they got would often be inaccurate or incomplete. So it's a good bet the company would not be worth $382.5 billion as it is today...
Keeping Costs in Check and Quality High in a Growing Contact Center Requires Workforce Management
Many contact centers today still schedule manually, or if they do use workforce management solutions, they're using software that is years (or decades) outdated. Newer workforce management solutions can pay for themselves quickly in the form of reduced headcounts, eliminating the need for overtime, and improved customer loyalty...
Improving Performance and Keeping Costs Contained with Workforce Management Technology
Finally, flexible scheduling - easily possible with a good workforce management solution but nearly impossible with spreadsheets or other manual methods - can help improve employee retention and boost satisfaction. This leads to lower turnover, which leads directly to lower costs and higher customer satisfaction...
Do You Track Metrics for Contact Center Convenience or Customer Experience Quality?
Contact centers today have a great deal of data, and most of them use at least some of it to track certain performance metrics. While this is wise, it's important for companies to be sure they're tracking metrics that measure customer service quality at least as often as they're tracking metrics to control costs. Sure, keeping average handle time (AHT) low is good for controlling expenses, but it's not always good for keeping customer satisfaction high. So it's probably time to examine the metrics you are tracking today: are they indicative of what customers want and need?..
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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