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
Call Centers Find That 'Quiet Rooms' Improve Employee Engagement
Results of the quiet room experiments were very encouraging. Companies using them reported fewer escalated calls to supervisors due to stressed out agents, lower employee absences due to stress-related health issues and emotional burn-out and fewer complaints of rude agents. It's a small price to pay for such vast improvements to the quality of customer support and the boost to employee engagement...
Do You Know Your Customer Effort Score?
The other, customer effort score (CES), assesses the amount of effort that a customer had to spend in order to resolve an issue. While not as direct as NPS, CES nonetheless is a clear indicator of how a contact center is performing-and where NPS will be heading in the near future, since businesses that make consumers work for resolutions to their problems is not often a business that develops brand advocates...
Monet WFO Live Receives Accolades for Exceptional Customer Experience
Monet WFO Live relies on the cloud to bring quality monitoring, desktop and speech, and performance management to the managers who need these tools the most...
More Large Enterprises Starting to 'Get' the Benefits of the Cloud
It seems that larger enterprises are getting the message about the benefits of the cloud and the lack of risk. Research from Gartner predicts that 50 percent of large companies will have hybrid cloud deployments in place by 2017...
'Quality' Should Be Defined by Customers, Not Contact Centers
This principle, in turn, can boost critical employee engagement, which will lead directly to improvement of the customer experience. Whichever path you choose, according to Ciarlo (and he recommends using a straightforward way to score calls to determine quality), it's important to not settle for the lowest possible level of quality that allows you to stay in operation...
Workforce Recovery After Downturn Brings Familiar Problems
Depending on what reports you pay attention to, you may or may not see that the hiring slump that faced a lot of businesses is on the up and up. Some companies are recovering from the economic downturn, but the vision for growth has changed quite a bit in the last two years, at least according to PwC...
Dealing with an Aging Workforce
Adjusting for an older workforce does not just mean collecting data, however; it also means putting into place education programs through HR, and leveraging older workers as a competitive advantage...
Why Third Party Workforce Management Makes Sense
How do you manage those who are responsible for helping you achieve your goals? In the contact center, it's not uncommon to have workforce management goals in place, yet lack the tools and strategy necessary to achieve those goals. You still have to forecast, schedule, manage exceptions, motivate team members…the list goes on and on...
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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