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
Kindness to Both Agents and Customers Goes a Long Way toward a Positive Customer Experience
In a recent blog post for Multi-Unit Franchising, John Tschohl, president of Service Quality Institute, emphasizes that practicing courtesy toward customers and workers can go a long way toward contact center excellence. When you're dreaming of ways to improve life for your customers, include ways to improve life for your customer support agents...
Is Your Workforce Management Solution Truly Cloud-Based?
Ensuring the workforce is available to handle the planned activities for the day is generally at the top of the priority list for a call center manager. This means proper forecasting has to be done to anticipate the call volume and schedule according to skillset. That call volume may be live calls, but in today's market, it may also mean web chat, social media interactions, emails and so much more. With so many variables at play, you need workforce management...
Tools and Approaches to Help Workers Feel More Valued and Boost Employee Engagement
Many companies today believe that the way to build morale among the workforce is to pay them more. While certainly an employee is unlikely to be able to cultivate a positive attitude toward work if he or she is underpaid, there is evidence that money is only a very small part of the picture...
Contact Center Use Growing in UK But Cost is an Issue
A recent study by ContactBabel found that there was a 4 percent increase in the number of contact centers this year, which now total roughly 5,840. This is up from 5,630 contact centers in 2014...
Use Performance Management to Praise, Not Punish
There is a strong belief in many contact centers that performance management technology is for the purpose of monitoring and adjusting individual agent performance and behavior. And while it's certainly the most reliable solution to keep track of how agents are doing, and whether they deserve a raise or a promotion, performance management is also a powerful tool to track how well the entire contact center is doing, and adjusting manpower or processes accordingly...
15 Tools To Help Increase Your Productivity
Let's go ahead and get it out there: while you're reading this article, you're probably also scanning your Twitter feed, scrolling through Instagram posts, and maybe even sneaking a look at Facebook every so often. It's okay to say it: the internet is a distracting place, and you're on your computer more often than you're not. Even on the job. Unless you don't have a computer. But if you don't have a computer, I'm not sure how you're reading this article in the first place...
Does Digital Really Improve the Customer Experience?
What do your customers want in their relationship with you? Some might jump immediately to quick and quality service, while others may get into more detail. The extent of the relationship often has a lot to do with the complexity of the products or services you offer. If the customer expects significant interaction, you may need a workforce management solution to ensure you can effectively stay on track...
The Cure for Agent Apathy: Better Technology and Better Training
What drives customers away from a business? Is it substandard products? Is it long wait times when they call for help? Is it underwhelming marketing efforts? A bad shipping or refunds policy? While all these things might play a role in reducing customer loyalty and engagement, there is evidence that one ill is at the root of customer defections from a company: a bad experience with a customer support representative...
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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