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
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...
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...
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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