Workforce Management Featured Article
Workforce Management Solutions Can Lighten the Load for Call Center Managers
Let’s face it: when it comes to working in a call center, a certain level of stress comes with the territory. And for overworked call center managers, that stress level is multiplied since the smooth operation of the entire call center is in their hands. High levels of stress don’t benefit anyone though, and an overly stressed call center manager can spell disaster for the entire operation. Thankfully, there are technologies that can lessen the burden and create a more relaxed environment for the entire call center.
Workforce Management (WFM) software provides a number of important features that can simplify the work of any call center manager. Solutions typically include forecasting and scheduling for tracking trends and making immediate adjustments to ensure optimum workflows are in place. Managers can make use of these types of offerings to stay on top of everyday management as well as collaboration between agents and supervisors, and can also help improve service levels and reduce costs as they continuously adjust and fine-tune their operations.
Smooth operations and less surprises reduce stress levels for everyone, and call center managers can take full advantage of WFM solutions if they use them properly. Starting with an accurate forecast is an important first step, since it gives managers vital information about general call center activities and enables them to run simulations and ensure service levels are being met.
Another important variable that can be easily overlooked is the amount of non-call activities that take place in a call center. Everything from meetings to breaks to training needs to be taken into consideration and these activities should be scheduled to ensure optimum efficiency while preventing them from interfering with call operations. Notifications are another important tool managers can utilize to improve operations and reduce their stress levels. Instant notification of changes and issues gives managers more time to correct problems, ultimately causing less of an impact on customer service. WFM solutions also offer a daily recap, enabling managers to look over the events of the day and determine what went well and what could be improved.
Many of today’s WFM solutions offer mobile apps, enabling managers to step away from the office and still be apprised of activity. Sometimes a few minutes of sunshine or a short break can be a major stress reliever and mobility easily enables that while ensuring managers don’t lose touch with what’s happening inside the call center.
There will always be stressors when it comes to running a call center, but WFM solutions can shoulder some of the burden when used correctly. And a more relaxed and happy call center manager generally equals a more efficient and productive call center environment.
Edited by Stefania Viscusi