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
The True Value of Workforce Management Systems
Is workforce management software really necessary? Yes, and a recent deployment of Monet Software's Workforce Optimization suite shows why...
Monet Software's Flurry of News Includes Salesforce Service Cloud Integration
Monet Software now offers integration with Salesforce Service Cloud. CEO Chuck Ciarlo shared the news with TMCnet at Call Center Week in Las Vegas...
This Call - or Email, or Chat, or Social Media Post - May be Monitored
Most people today are accustomed to having their calls to contact centers recorded. We know that companies use these calls to verify disputed transactions, train new agents or spot-check more experienced agents' skills, or to evaluate agents for raises or promotions (or demotions). But call recording is about more than agent evaluations. Today, many companies use call recordings in conjunction with data analytics so they can mine intelligence from the calls. Are customers mentioning competitors' names? Are they making similar complaints? Are they raising more issues than usual with shipping or returns problems? Analyzing call recordings can yield a whole new level of insight into operations...
Five Questions You Can Answer with Workforce Analytics
Workforce Analytics puts HR managers on the front lines of decision-making, and provides organizations with the facts and data they need to make strategic decisions about prioritization and investments in their employees...
Designing Contact Center Layout for Quality and Success
All over the world, a trip to any contact center will find a similar design or layout: rows of spare cubicles with low walls, carpeted floors, and aisles for managers to walk through. Not all contact centers are created equal, however: some turn out terrific customer support and others do little but antagonize customers all day. While the factors that determine whether a contact center will be high performing or low performing are varied and complex, there is some evidence that the layout of the contact center plays a significant role in how functional it is...
Top Reasons Workforce Management Solutions Should Include Speech Analytics
Has speech analytics become standard equipment within your contact center? While the adoption has not yet hit the mainstream like workforce management and call center scheduling solutions, it's likely just a matter of time. As a recent case study demonstrates, speech analytics can deliver valuable insights that could drastically improve outcomes...
U.S. Workforce Losing Job Security as Permanent Full-Time Jobs Become Scarcer
This isn't good news for the still-struggling American employment sector. Workers without job security cannot buy homes or automobiles, struggle to pay for rent and food, rely more heavily on state and federal aid and consume no luxuries. Essentially, American workers become less able to buy the products and services their employers' sell. With the idea of "a living wage" on the lips of many policymakers and politicians, data such as this will add ammunition to the arsenals of those who wish to see more stringent labor regulations, according to the WSJ...
5 Ways Workforce Management Can Improve Agent Performance
When we talk about the benefits of automation in workforce management, it's easy to assume that automation in everything is the right way to go. While promising, automation in all of your channels may not be the right fit for your agents, your industry or your customers. Develop a strategy around where you need to be at each level and only offer automation where it makes sense to all parties. When it's time for more complexity, bring a live agent into the mix...
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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