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
Monet's Ciarlo Offers Advice on How to Recognize the True Cloud
That's frustrating to both Monet, which Ciarlo says has dedicated a lot of time, effort, and expense to provide a true cloud solution, and to organizations that are seeking cloud solutions but may have a hard time discerning what is and is not a true cloud offering - until, that is, they've invested in it and it's too late...
Checking the Health of Your Workforce Management System
Workforce management solutions are used to track and influence all activities of productive employees. This type of system focuses on optimizing everything that touches human resources, including payroll and benefits, career planning, training, forecasting, recruiting, schedule conformance and labor budgeting...
Consider Deemphasizing Average Handle Time in Favor of First-Call Resolution
While nearly all contact centers chase some kind of metrics - average handle time (AHT) being the most popular - as customers have become more demanding and more willing to switch at the first sign of a poor support experience, companies have begun to realize that some metrics are more important than others. While average handle time may help keep agents on their toes, relying too heavily can damage the customer experience if agents are rushing customers off the phone before the transaction is truly complete, simply in order to keep the agent's AHT scores low...
Employee Satisfaction Improvements Lead to Double Customer Satisfaction Improvements
There is a trend in workplaces today that most Americans can relate to. Companies, faced with shrinking profit margins, are continuing a push on their employees that began several years ago, and continues to this day. American workers are frazzled, burned out and disengaged in large numbers. Frightened with the prospect of losing their jobs, workers continue to put up with unrealistic demands, grumpy bosses and stagnant salaries...
Skills Gap in Dubai Leads to New Tips for Recruiters in Workforce Management
The more the business can cement the philosophy that "we're all in this together," so to speak, the more likely that said business will find the people it needs and also keep said people around. Finding those skilled people can be difficult, but with mutual effort in both directions, the end result is often quite positive...
Making the Most of Mobile Workforce Management
More and more in today's work environment, employees do not need to stay at their desk to be effective at their job. The ability for individuals to work from anywhere and anytime is becoming increasingly important, no matter which sector your company competes...
The Cloud Eliminates the Burdens of Performance Management and Leaves Only the Benefits
The cloud has revolutionized most contact center processes today, from telephony to workforce management to analytics. But there is no area that has been more profoundly changed than call recording...
Why Workforce Management Should Focus on Agent Satisfaction
Do you have happy agents? In the contact center industry, there is often much focus placed on the satisfaction of the customer base while the agent disposition may be overlooked. Yes, you have expectations for how your agents need to act on the phone, but are they acting or truly satisfied? Are these questions being asked as part of your workforce management process?..
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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