Workforce Management Featured Article
Does Workforce Management Really Make a Difference?
Managing the workforce to meet the changing needs of the dynamic contact center is a challenging task. The individual charged with forecasting the right volumes, scheduling according to availability and skill and then ensuring the delivery of quality interactions at all times has a lot to handle. For these reasons alone, workforce management solutions are worth consideration.
Monet Software takes it a step further, offering its WFM Live product that enables the delivery of workforce optimization software solutions. The company recently posted a blog about one company’s experiences in seeking such a solution and the process they followed before making a decision.
The customer, GECU, is a credit union that has been in operation in Texas since 1932. The organization has been providing customers with a wide range of financial solutions, from loans to credits cards, through a number of different channels, including the contact center. To maintain its positioning in the market, it was important to GECU to provide the best service possible for all members.
This commitment led to an examination of the contact center and whether or not the solutions and processes in place were meeting the needs of the customer base. GECU identified the need for software solutions to support its workforce management initiatives and set out to find the right offering.
Affordability was a key element in the research process as GECU didn’t want to invest in a solution that delivered too short in expectations to justify the investment. With a closer look at the Monet Software WFM Live product, however, the organization discovered that it offered significant benefits to offset the cost, including lower implementation service fees, a reduced IT investment and a cost-effective per user license model.
Monet also offered expert technical support and training services for GECU staff after deployment. Plus, the enhanced functionality the credit union needed to achieve its goals was readily available. With the user interface designed for ease of use, employees were able to immediately use the solution to improve outcomes and boost workforce optimization.
Regardless of the organization or the industry, Monet’s WFM Live brings workforce management to a different level in that it not only drives optimization in the employee environment, it also allows for ease of use when it comes to monitoring the schedule, managing exceptions and tracking data for future use.
The contact center environment is one that is always changing, presenting new challenges and pressures at every turn. But, most of these challenges have occurred at some point in time in the past. WFM Live helps to capture this kind of information so that managers are better prepared when it happens again in the future.
While no one software solution can solve all the challenges of meeting the customers’ demands, Monet Software does well to understand how important it is to try and combines critical tools and applications into its solutions that improve performance overall.
Edited by Stefania Viscusi