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
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Workforce Management Market Set to Explode
This expansion will also help in the development of new functionality and keeping costs under control. While companies will look to the cloud for cost-effective measures to drive better access to technology, that doesn't mean every contender will deliver better cost value. Decision makers will still have to do their homework and identify those providers best suited to meet their needs. In doing so, they're also more likely to improve the bottom line over all...
Manual Skilling Has Significant Negative Consequences for Contact Center
Part of the performance improvement comes from better call handling capacity, and the reduced chances of calls being lost, transferred or put on hold, which improves the quality of the customer experience. While many companies may not believe they are losing much productivity from manual skilling, even a small amount of manual work drives down productivity and call quality...
Allowing Younger Workforces to Engage with Workforce Management on Mobile Devices
Today, most organizations have rather one-size-fits-all policies when it comes to managing their workforce. It makes sense: tailoring a management policy to each individual worker would be difficult, costly and cumbersome. But it's worthwhile to remember that some workers are going to be more comfortable with workforce technologies than others. While their level of comfort isn't always predicted by their age, it's often true that younger workers are simply more comfortable with all manner of technology...
Will RPO Vendors Add Value to Workforce Management?
Contact centers throughout the world are using workforce management to accurately project volumes, schedule staff according to projections and skill-sets and manage exceptions on the fly. RPOs can fit right into this model when they can use analytics to demonstrate productivity, improved retention and the overall effect on sales. And while the practice is still early in the process, companies are paying more attention to tying talent acquisition to business measures. Some believe that RPOs that master this capability early will find a solid foothold in the contact center industry going forward...
The Healthcare Industry Succeeds Adopting the Best Practices of the Contact Center Industry
Customized inbound/outbound strategies can also be used to better ensure that patients are following their healthcare regimens and taking their medication. A call center approach can help reduce healthcare costs by doing simple tasks - blood pressure checks, or blood sugar monitoring - over the phone, in a live or even automated way. As the healthcare industry strives to improve the quality of care while keeping costs under control, there is a great deal the contact center industry has to teach it...
Is the Customer Experience More Important than the Cost of Workforce Management?
This is where a healthy shift in thinking could be beneficial for the contact center industry. Putting the customer experience first and financial challenges second could help drive a positive outcome in the end. This may appear to be backwards thinking, but consider the contact center that drives the quality customer experience. The center has more customers to engage with because they're doing it right. This drives revenue and keeps the cost of every call at a minimum as customers are happier...
Hitting KPIs in the Call Center Requires a Firm Foundation
Key performance indicators (KPIs) are commonly used in contact centers, but they mean different things to different people. Managers may seem them as a diagnostic tool, agents may see them as unfair and difficult-to-comply with rules, and executives may see them as an enabler (or barrier) to profitability...
The Benefits of Service Automation for Employee Onboarding
All companies strive to integrate new employees as quickly and seamlessly as possible, as a smooth onboarding process allows for greater productivity and overall cost efficiency. The sooner an employee is equipped with the devices, access, and information he or she needs, the sooner meaningful work can begin. Effective onboarding is also important because a company that fails to afford new hires an easy transition provides a poor first impression of corporate operations and imposes unnecessary delays and challenges, both of which can affect new hire retention rates...
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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