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
Don't Trust Your Workforce Management to the Fake Cloud
Have you ever encountered a fake cloud solution? In a world of countless hosted offerings, two solutions offered by two different providers can look absolutely the same, yet one is a fake cloud offering. It may not seem like a big deal if everything appears equal, but when it comes time for updates, configuration changes or scaling, the fake solution tends to take on all the characteristics of the on-premise solution...
Cloud-based Workforce Management Expands Call Center Labor Options and Reduces Costs
Once the initial "future shock" of the idea has worn off, companies may find that building a partly "virtual" contact center offers a host of benefits to employees, customers and the organization as a whole. More experienced and skilled employees lead to better quality customer support, better customer relationships and increased revenue. Happier employees - those whose needs can be better accommodate by a call center schedule - stay employed longer, leading to better retention and reduced labor and hiring costs...
Why You Need the Omnichannel Experience in Your Customer Care Center
The important point here is that customer expectations continue to intensify, putting more pressure on your customer service teams to deliver quality interactions across multiple channels and devices. Take the time to understand what your customers need and design strategies that allow you to support these needs. The outcome is likely an omnichannel experience and one that will set you apart from the competition...
SPLICE Software Discusses How Gamification Strengthens the Workforce
People use their computers and mobile devices for all kinds of purposes these days-and that includes playing games. So how can companies take technologies that are used so heavily for gaming by some, and for conducting business by others, and merge the two in a way that fosters increased employee engagement and performance?..
Companies of All Sizes See the Benefits of Workforce Management in the Cloud
While companies of all sizes and in all industries are taking advantage of cloud-based solutions today, the call center has seen some of the most startling benefits from this model of solution delivery. There is good reason for this: today, many contact centers are operating multiple locations (or even using home-based agents) and often need to scale up and down according to seasonal variances in call volume. This makes the contact center ideally suited for cloud-based solutions, particularly when it comes to workforce management...
3 Methods to Help Your Agents Manage Customer Service Situations
Finally, there's the ELI5 technique - keeping it simple. Companies can often get lost in the brand message and forget that their customers don't live, eat and breath their jargon every day. If instructions are too complicated, the customer can get frustrated. Write manuals and instructions as if you're explaining it to a five year old by keeping it simple. That doesn't mean you treat your customers like children; it's simply a reminder that they need more information simplified that you do...
Workforce Management in Huge Demand in Healthcare
Agents may be used to call and remind clients to take medication, follow-up on appointments, check in to answer questions and more. When patients or caregivers fully understand care that should be delivered after the fact, patients are more likely to recover as planned. Ensuring the delivery of this information and making agents available when calls are at their peak are dependent upon quality workforce management solutions...
Call Centers Can Greet a Better New Year by Revamping Workforce Management
Most businesses begin a new year looking for a way to reform operations, improve efficiencies and save money. There are a nearly endless number of paths to this goal - some, like mass layoffs, more destructive for the long-term than others. For companies looking to help the bottom line and improve the business for the long-term, however, it simply makes sense to do some tuning of the company's workforce management processes...
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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