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Workforce Management Featured Articles

  • Survey Measures Workplace Distractions
    As long as people still work, they'll always find ways to avoid actually doing their work. The Human Capital Institute (HCI) has released another version of its quarterly "Talent Pulse" eBook detailing how companies can get around all of the distractions the modern workplace offers...
    9/30/2014
  • Can Middle Managers Prove an Innovation Gold Mine?
    While the middle manager of today's office is commonly regarded as something of a slow-witted villain drunk on his or her own inflated sense of self-importance-consider the characters from "Office Space," "Demoted," or "Dilbert" for all that's needed on the perception of middle manager-middle managers are often found quietly serving an unsung tactical liaison role between the strategic planning of upper management and the operational level of the everyday employee. Given that somewhere around 7.6 percent of the United States' workforce qualifies as middle management, it's worth considering how to get more out of this group. Indeed, some are looking to the middle manager as the next great center of innovation in business...
    9/29/2014
  • Going Beyond the Basics to Make the Most of Workforce Management
    According to Ciarlo, a good workforce management solution can also help in the area management discipline, allowing managers and executives to conduct intraday reviews, adherence and exception management, forecasting and scheduling best practices and quality monitoring and performance management coaching, training and role playing...
    9/24/2014
  • Brokerage Firm to Sell Portfolio of Seven Workforce Management Patents
    The company will be approaching potential buyers to explain the benefits the portfolio can provide for their individual companies. Following bids received by November 12, GTT Group will conduct a private auction to sell the portfolio...
    9/22/2014
  • Effective Quality Monitoring Depends on Training and Employee Expectations
    Call center management, among its many other responsibilities, is tasked with monitoring operations and employees. This can manifest in activities such as listening to employee conversations as they work through issue with customers; it can also include keeping tabs on how business call recording and screen capturing software is working...
    9/17/2014
  • Workforce Management Solutions Can Lighten the Load for Call Center Managers
    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...
    9/17/2014
  • Why Workforce Management is Good for the Back Office
    At the same time, if they have to wait in the queue too long to talk to a live agent, they may hang up and call the competition. Without a robust workforce management solution in place to ensure you've scheduled according to anticipated traffic levels, this could easily happen. When all operations are synched across the same platform, satisfaction is experienced by customers, agents and even management...
    9/9/2014
  • Superior Call Center Management Means Being Both Proactive and Reactive
    This is also a person who uses a meeting planner schedule to set meetings for times when he or she is confident that call center coverage is acceptable, and is able to easily facilitate schedule change requests and agent shift swaps, often by allowing agents to bid on coverage gaps. (Many agents are often looking for more hours than they are currently getting. This helps fill in the "required versus assigned" gaps, and benefits employees at the same time.)..
    9/9/2014
  • Consider Extending Workforce Management to Back-Office Functions for Improved Efficiency
    By using a cloud-based solution, companies can keep upfront costs down and configure the solution to the precise parameters they require. Organizations can also use and administer the solution remotely, and allow remote offices and home-based workers to use the solution. While premise-based workforce management may have been too cost-prohibitive for companies in the past looking to improve efficiency and automate back-office work, the cloud has made it possible for organizations today to extend the same benefits beyond the immediate confines of the contact center...
    9/4/2014
  • Why the Helpdesk Needs Workforce Management
    At the end of the day, all the customer cares about is quick resolution to the issue that spurred the call in the first place. If a workforce management solution can deliver on this expectation, the helpdesk is already in a better place...
    9/3/2014
  • Using Real-time Management for Call Center Insight
    Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the aforementioned, there must be solid call center management tools. These will help break down KPIs and allow managers to better assess their needs...
    8/28/2014
  • Intra-day WFM Enables Real-time Decision Making
    Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manage a workforce, it's also important to understand and address the most basic of workforce issues...
    8/28/2014
  • Top 8 Things to Consider When Evaluating a Cloud Contact Center Provider
    With all the buzz surrounding the cloud contact center, chances are you've considered the possibilities for your own environment. Like with any change, however, it can be daunting to determine the right path to ensure you get what you need for a cost you can afford. One of the perks associated with the cloud contact center is that it can easily integrate into your workforce management solution and you only pay for what you use...
    8/19/2014
  • Hosted vs. Cloud: Evaluating Contact Center Solution Delivery
    Experts advise that companies understand their needs and wants before they go shopping so they can determine what works best for them. There are those who maintain that the hosted version can offer better data security (although others dispute this). Other important considerations include the ease of updates and upgrades (are they free or do they cost the end user money?), how well the solution integrates with other key call center applications, whether the solution offers the 99.5 percent (or better) uptime necessary in the call center industry and how the solution is secured against data theft and for the purposes of legal compliance...
    8/18/2014
  • Comprehensive Report Shows Positive Trends in Employee Engagement
    Quantum Workplace recently released a report on employee engagement that shows improvement in employee engagement across the U.S. The detailed report breaks down engagement by different factors like geographic location, tenure, job title and industry...
    8/13/2014
  • How the Employee Handbook Can Improve Workforce Management
    While the employee handbook won't prevent all issues that could occur with employees, it does help set the expectations you have for tone, attitude and behavior. When blended with workforce management, you're better equipped for greater efficiency...
    8/12/2014
  • Employee Engagement Begins and Ends with Call Center Management
    In the end, employees who feel that they have more control over their jobs and a bigger stake in personally contributing to the company's success, will be the employees who stick around and increase their value with experience...
    8/11/2014
  • Workforce Management Solutions Provider Hosts Events to Address WFM Trends and Challenges
    While the essential function of workforce management in the contact center hasn't changed much in recent decades - the goal is still to make the most efficient use possible of the existing human resources to ensure that customer queries are handled in a timely way without over-staffing. That landscape has changed in recent years...
    8/5/2014
  • Why Workforce Management Should Focus on Happy Agents
    What does it take to create happy agents in the call center environment? Is it more money, better hours or the promise that they never have to deal with a frustrated customer? The last option would be ideal for any customer service operations, yet hardly achievable. What you can do, however, is focus on changing the way you handle customer interactions so as to greatly reduce the number...
    8/4/2014
  • Process Improvements in the Contact Center Require Embracing Innovation
    Most organizations seem to know instinctively that innovation is the lifeblood of a successful business. Various studies have found that as many as 90 percent of executives count innovation as one of the most important factors in success. We live in a world where changes, particularly in the ways we communicate, seem to happen on a weekly basis...
    7/31/2014
  • Worldwide Utilities Mobile Field Force Management Software, 2014 Vendor Assessment: Latest from IDC
    IDC Energy Insights, the research wing of International Data Corporation (IDC), a global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets, recently released an IDC MarketScape study, "Worldwide Utilities Mobile Field Force Management Software, 2014 Vendor Assessment". This study provides utility companies (electricity, gas, water, etc.) with insights into the current capabilities and future strategies of mobile field force management (MFFM) software vendors, guiding them in planning a new MFFM implementation...
    7/29/2014
  • 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...
    7/22/2014
  • The Importance of Scheduling Employee Collaboration in the Contact Center
    Breaks are critical not only to take the pressure off employees, but also to allow them to communicate with coworkers, sharing knowledge and experiences and building team feelings. This is a critical factor to keep in mind when scheduling employees. While the "nose to the grindstone" model may work in the short term for many contact centers, in the long-run, cultivating a positive company culture through collaboration may go much further...
    7/21/2014
  • 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...
    7/15/2014
  • 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...
    7/15/2014
  • 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...
    7/9/2014
  • 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...
    7/8/2014
  • 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...
    7/2/2014
  • 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...
    7/1/2014
  • 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?..
    7/1/2014
  • Companies Can Boost Employee Engagement by Offering Flexible Working Environments
    Do you hate work? If you're an American, you're in good company with most of your fellow compatriots...
    6/26/2014
  • Natural Insight Selected by InStore Group
    Natural Insight, a provider of cloud-based workforce management software, recently announced that its solution has been selected by The InStore Group, a national retail advisory and retail merchandising service company, to organize, schedule, manage and analyze teams of people executing innovative retail merchandising programs across America...
    6/24/2014
  • Contact Center Workforce Management Goes Mobile
    Bring Your Own Device (BYOD) is a strong component of today's workforce. Employees are using their own smartphones and tablets to engage in work activities, and this has had a lot of benefits for companies. Employees are easier to keep track of, easier to reach and better able to multitask (answer an e-mail during a break from a day-long meeting, for example)...
    6/24/2014
  • Is It Time for a Contact Center Workforce Management Health Check?
    There is a strong disconnect between how well companies think they are servicing customers and how well they actually are. Many companies are often stunned to find that their customers rate their customer experiences far lower than the company thinks they should. Often, this is a result of outdated contact center processes that were designed a long time ago to support a customer that doesn't exist any longer...
    6/16/2014
  • Cloud-based Workforce Management Eliminates the Upgrade Headaches of Premises-Based Solutions
    Using a cloud-based solution, contact centers can completely sidestep these expensive upgrades. The nature of the cloud-based solutions means that updates are included in subscription costs and happen automatically, usually overnight while the solution isn't being used. Companies don't have to worry about paying for and implementing upgrades, since they are always working with the latest version of the cloud-based solution. In fact, says Ciarlo, since the updates happen incrementally, there's another benefit to the contact center: no dramatic changes to cope with...
    6/16/2014
  • Better Workforce Management with Improved Scheduling
    Contact centers have another problem that exacerbates this: extremely high turnover. While the average annual turnover for a contact center is about 30 percent, some high-pressure industries (outbound sales, for example) see turnover rates in excess of 100 percent per year. This means that recruiting, hiring and training are constant, ongoing expenses that can suck the potential profit out of a contact center, turning it into an expensive cost center...
    6/12/2014
  • Building a Stronger Contact Center with Robust Performance Management
    Most contact centers engage in some kind of performance management system. Often, it comes in the form of using the center's call recording solution to listen to a small sample of the agent's calls, rating them according to some internal system, tallying and averaging these calls, and offering raises or promotions (or extra training to fill in some knowledge blanks)...
    6/10/2014
  • Strategies to Optimize Workforce Management
    Managing the workforce is one of those must-have activities in the call center that can either make or break your success. That may mean you simply layout your goals, available staff and budget on a spreadsheet and hope for the best. If you have a large number of agents and outcomes are dependent upon performance, it may be time to consider putting a strategy in place for workforce management that will produce the desired results...
    6/3/2014
  • Strategies to Optimize Workforce Management
    Managing the workforce is one of those must-have activities in the call center that can either make or break your success. That may mean you simply layout your goals, available staff and budget on a spreadsheet and hope for the best. If you have a large number of agents and outcomes are dependent upon performance, it may be time to consider putting a strategy in place for workforce management that will produce the desired results...
    6/3/2014
  • How Workforce Management Can Improve Employee Motivation
    Workforce management can do a lot of things for a company. It can ensure that realistic schedules are created and adhered to, ensuring that the contact center is making the most of its human resources and that customers are always helped promptly and accurately and provided with the correct information. It can help ensure that people with the right skills are in place to meet a contact center's needs (and customers' needs) and that managers have real transparency into the day-to-day operations of the contact center...
    6/3/2014
  • Workforce Management A Big Problem for Government
    The government isn't exactly the first place that's considered when looking for models of efficiency, and even when it looks to do the right thing, the execution often leaves a lot to be desired. That point was driven home by new research from Cornerstone OnDemand, who showed that despite a particular focus on workforce management issues in the federal government, the results weren't commensurate with the efforts...
    5/30/2014
  • SaaShr Gives Resellers New Tools to Take On SMB Market
    There's a projected hours mechanism that allows for easier tracking of labor costs and projected overtime, if needed, as well as integration with company policies on the subject, along with calendar integration tools that allow companies to quickly blend calendars from places like Google, Outlook, or Yahoo for maximum ease of use in managing workforce points, and even support for multiple Employer Identification Numbers (EIN)...
    5/30/2014
  • Effective Workforce Management and Scheduling Boosts Service Levels and Suppresses Costs
    Call centers are facing something of a conundrum today. Customers have higher standards and less patience when it comes to waiting for service or waiting for an answer. They're also more willing to defect to competitors if they don't get the service they expect. Many companies whose products and services are commoditized by the Internet are able to differentiate themselves only by the quality of service they provide...
    5/21/2014
  • A Job Well Done: American Workers Not so Impressed with Gamification and Thanks
    One of the great things about changes in technology is that the sheer number of possibilities that are opened up when they are put to use. But as is the case with just about anything, new isn't always better, and figuring out the right way to fit new technology into business operations can be difficult...
    5/19/2014
  • Watch Out for False Cloud Claims
    One way to spot a pretender is to examine the way the company is demanding you pay for the solution, says Ciarlo. A company buying a real cloud-based solution should not be presented with bills for upgrades, maintenance and additional server capacity...
    5/13/2014
  • Customers Value 'Easy' Over Nearly All Other Contact Center Considerations
    How do you make customers happy? It's a question that merchants, retailers and sales teams have been asking since time immemorial, and everybody seems to have their own idea. Offering excellent products and services is one way. Hiring the best customer support team is another. Implementing the latest technologies to ensure customers are getting the right information is another...
    5/13/2014
  • The Four Skills That are Absolutely Essential to Workplace Success
    Today, many employees and job seekers are struggling to attain the skills they need to keep continuously relevant and productive in an ever-changing workplace...
    5/12/2014
  • Feedback from Customers Can Improve Workforce Management
    Consider your call center a student and the customers are your teachers. They are carefully watching your performance, and giving them the opportunity to submit feedback is your report card. Without this crucial information, you'll never know if your call center is making the grade. How does your call center fair on the report card of customer service?..
    5/8/2014
  • Companies Must Engage with 'Fans' and Capitalize on Those Relationships
    "The Customers is King." "The Customer is Always Right." We see slogans like this emblazoned on the walls of consumer facing companies, in their sales brochures and in their call centers. While the customer may NOT always be right, he or she certainly is king. Without customers, companies wouldn't exist...
    5/6/2014
  • Remembering the 'Optimization' Part of Workforce Optimization
    When we use the term "workforce optimization," we don't always stop to analyze why the word "optimization" is there. The point of workforce optimization, of course, is making the best possible use of your workforce at the highest efficiency rate you can attain. It's a way of taking the resources you have and offering the best possible customer experience you can to your customer base...
    5/1/2014
  • Can Proper Workforce Management Improve Stress Levels?
    Stress in the workplace - it's common for 83 percent of American workers. While it isn't something exclusive to the contact center environment, it is one known to have more than its fair share. When stress isn't properly managed in the customer care environment, customer service suffers and attrition is likely to increase. Leaders in this space seek to avoid such consequences with workforce management and a few simple tips...
    4/29/2014
  • Keeping Call Center Employees Happy is the Key to Customer Service Excellence
    It's conventional wisdom that happy contact center employees offer the best customer service. Those who approach their job cheerfully, glad they can be of assistance or even simply pleased to be building a career in a growing industry are always going to be far more effective with customers than those who are only in it to earn a paycheck. Engaged employees care, disengaged employees do not...
    4/23/2014
  • Monet WFO Live Excels in Performance, Named 2014 Product of the Year
    Developing a product that meets the needs of the target market is a great first step to a company's success. What really sets it apart from the competition, however, is third party accolades that speak to its strengths and market positioning. For workforce management solutions provider, Monet Software, these accolades come from TMC for its Monet WFO Live, a cloud-based call center workforce optimization solution...
    4/22/2014
  • To Improve Processes and Make Customers Happy, Try Quality Monitoring in Your Workforce Management Strategy
    How do you know that each and every one of your customers is enjoying a quality experience when engaging with your brand? You likely have specific controls in place for pushing out your key messaging through marketing channels, but what about your staff? How do you know for sure that they are delivering the kind of experience your customers have come to expect from your brand?..
    4/15/2014
  • Centralized Administration of Workforce Optimization Helps Unify the Contact Center Function
    The contact center of any organization has a lot of potential. It can help improve customer relationships, win over new customers, please and retain existing customers and even win back former customers. It can cross-sell and upsell, and it can build brand awareness. In addition, it can reach out on social media and find customers where they live, and can be a responsive, nurturing force for any brand to spread its message...
    4/15/2014
  • More Businesses Should Think Redeployment and Not Layoffs
    Employees no longer perform the same job their entire career, let alone stay with the same company all of their working lives. The business of business is more fluid than ever, thanks to global markets and the Internet, and the labor pool likewise must be fluid...
    4/14/2014
  • Understanding Agents' Feelings is a Critical Part of Workforce Management
    The job of a contact center manager can feel a bit like juggling. Managers are in charge of ensuring that key performance indicators (KPIs) and service levels are met, but beyond that, they're in charge of ensuring that all the wheels and cogs below the surface are running smoothly. Given just how many moving parts a contact center has, this is a tricky prospect...
    4/9/2014
  • SaaShr Introduces New Referral Program for Benefits Industry
    SaaShr, a provider of software as a service (SaaS)-based workforce management platform, has started a new referral program for companies that sell group and voluntary insurance products...
    4/4/2014
  • Call Recording and Quality Management Can Help You Replicate Top Agent Behaviors
    Is your contact center made up of the very best agents? In your dreams, perhaps. While every call center has a couple of ringers managers wish they could clone, the truth is that in order to keep the call center staffed, many contact centers are full of "good enough" agents and even a few "could be a lot better" agents. But what if you could turn the latter two types of agent into the types you wish you could clone?..
    4/3/2014
  • Inefficient Contact Center Scheduling Could Be Costing Small Centers $50,000 Each Year
    As with most industries, in the contact center, labor is the number one cost. It's estimated that between 60 and 80 percent of ongoing call center expenses are related to recruiting, hiring, training and paying workers. Unfortunately for the contact center, extremely high turnover - which is endemic in the call center industry - pushes this figure higher than in most industries...
    4/3/2014
  • Taking the 'Big Brother' Fears Out of Workforce Management Solutions
    In companies that haven't been using a workforce management solution, scheduling is often accomplished via spreadsheets and a mix of proprietary "tricks" the scheduling manager has developed over his or her tenure. Regardless of how inefficient the process, it's one that agents are used to. Workforce management solutions, though they create better forecasts and schedules and offer a lot of advanced features that save managers time, can seem a little "Big Brother-ish" to agents...
    3/27/2014
  • "Closing the Loop" In Call Center Training Requires Regular Monitoring and Follow-up
    There are many forms training can take. It can be any combination of classroom-based training, day-long seminars, training by professional third parties, simulations, "gamified" training solutions, one-on-one time with a manager or just "learn as you go" procedures that see new agents handle simpler transactions first...
    3/27/2014
  • The Cloud Makes Workforce Management Easier
    This ease of use inherent in cloud design also should be a factor when evaluating software solutions. When the choice is between an on-premise solution and a cloud-based solution, chances are that the cloud solution will be easier to use and more able to integrate with other data sources...
    3/20/2014
  • What Do Your Key Performance Indicators Say About Your Call Center?
    Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the aforementioned, there must be an arsenal of call center management tools. The characteristics are also known as key performance indicators (KPIs), which are a necessary part of any business aiming for success. What do your KPIs say about your call center?..
    3/20/2014
  • Effective Quality Monitoring Starts with a Definition
    Most contact centers today engage in some kind of quality monitoring. If you ask them what this consists of, however, you're likely to get a broad range of answers. For some companies, it's a manager walking the floor and listening to calls. Perhaps it's a supervisor periodically plugging in to an agent's call, largely for performance evaluation purposes. For other companies, it's about call recording...
    3/18/2014
  • theCOMMSapp Launches theEMPLOYEEapp to Engage Workforces
    Bring your own device (BYOD) initiatives, which are now being adopted by organizations, allow employees to communicate more effectively by making everyone accessible-whether they are on the premises or out in the field. Providing an application that is able to leverage mobile technology and streamline internal communications by making it available simultaneously and instantaneously can drive employee engagement and increase productivity throughout the organization...
    3/17/2014
  • Working to Win: How Gamification Can Improve Performance at Work
    Every company has within it, some jobs that most would rather not do. Often, the lowest-paid, highest-turnover positions are found here. Things like call center work or retail sales typically fall into this category. But these are often the front-line positions between the company and the customer, and therefore are vital to the long-term health of the business. How can companies keep people interested in these positions and turning around the best results? Gamification...
    3/13/2014
  • PCI Compliance in the Contact Center Means Making Changes to Call Recording
    It's not necessary to store the credit card information in the call recordings, after all. Since these recordings are used for training and evaluation, or call type best practices - neither of which require the financial information - or simply for legal insurance (to prevent "he said, she said" scenarios), the pause and resume or mute option is a rather simple solution for the problem. When shopping for call recording solutions, companies should specifically ask vendors what approach their products take to ensuring call recordings remain PCI compliant...
    3/12/2014
  • Call Recording Offers Boost to Workforce Management
    While there's a large amount of benefit associated with call recording, there's also a substantial potential for misuse of such recordings-one of the main reasons there are so many laws around the subject. Call recording provides benefit along both sides of the spectrum, and with a few minor considerations, can be not only beneficial to the customer, but also to the business and all within the fullest protection of the law...
    3/12/2014
  • Which Contact Center Applications Are Best Suited for the Cloud?
    Slowly, large enterprise contact centers have also been venturing into the cloud. Even though they generally have the resources for large on-site implementations, as their fears about data security have been eased, they are taking advantage of the cost benefits of the cloud as well as the flexibility it offers...
    3/11/2014
  • Selling Workforce Management Purchases to the Executive Layer
    While running a contact center on a day-to-day basis is far from easy - it requires juggling a number of balls - from agent hiring and training, to unpredictable absences and ensuring service goals are met - it's often an easy prospect compared to the hurdle of justifying purchases to upper management. Many companies are tight on the purse strings today (for good reason), so they are often unwilling to authorize purchases that don't lead to an improvement to the bottom line in an obvious way...
    3/11/2014
  • Workforce Management Improves Operations Before, During and After a Shift
    While most organizations today are aware that their contact centers ought to be becoming "centers of excellence" or places where customer experience magic happens, a far fewer number of organizations are able to pull it off. While white papers tout the magic of speech analytics and turning agents into inside sales personnel, these achievements make some assumptions: that the contact center has managed to get the basics down first...
    3/6/2014
  • ScheduleSoft Announces Availability of Its Cloud-based Workforce Management Solution
    In today's competitive marketplace, it's important for organizations to have real-time visibility into how efficient their labor deployment is-both in terms of unit labor cost and overall labor utilization within their facilities...
    3/5/2014
  • The Hidden Benefits of Workforce Management: Task Automation
    Today's workforce management solutions allow for automated vacation requests that can be granted based on a number of factors, including seniority or performance. Employees can view their schedules themselves, bid for overtime and even trade schedules with other employees. This takes a lot of the manual tasks out of the hands of managers, who are then free to do their real jobs. Employees appreciate the function because it's more transparent and more fair, and provides them with some control over their schedules...
    3/5/2014
  • Effective Big Data Usage Can Improve the Workforce Management Function
    The era of "big data" is upon us, and companies are addressing in different ways. Smart companies are using analytics to crunch all this information, both structured and unstructured, and use it for insight into how to run the business more efficiently and profitably. Lesser companies are sinking under the burden of the data, unable to formulate a way it can be put to good use...
    3/5/2014
  • Aspect Software Partner TantaComm to Launch TantaComm Manage, Powered by Aspect Workforce Management
    TantaComm Manage, a workforce management suite that is powered by Aspect Workforce Management, has been released by Aspect Software and TantaComm...
    3/4/2014
  • Getting Your Employees to Commit to Customer Service
    It's a business no-brainer that happy employees make happy customers. But how do you get happy employees that deliver the best possible customer service?..
    2/28/2014
  • Workforce Management: Simple Solutions, Not Simple Analysis
    By analyzing data in an integrated WFO tool, a manager can reference what processes allowed some agents to have lower talk time while meeting their quality targets, and then train the rest of the workforce using these processes, the paper noted...
    2/24/2014
  • Better Call Center Management Could Have Saved Obamacare a Lot of Headaches
    With a lot of confusion around the change in healthcare, the contact center has become the front line for many U.S. citizens trying to make sense of the new healthcare landscape. This has required agents well schooled in procedures and program knowledge...
    2/24/2014
  • Fieldglass Scores High for Workforce Management
    Fieldglass is reportedly the largest and most geographically adopted solution evaluated in The Forrester Wave. Used by customers in 101 countries, and thanks to a deep understanding about various aspects of the contingency workforce markets across Asia and Europe, Fieldglass' solution had an edge over their competitors in these markets...
    2/21/2014
  • Using Historical Data in Call Forecasting Requires Understanding History
    It's therefore important to differentiate between historical events that are likely to be repeated - a regular holiday, a sale, a new product or service promotion or a school break that will see parents requesting time off - from an event that is unlikely to reoccur at the same time - a storm or long power outage, a plague of the flu or a major traffic jam...
    2/21/2014
  • Wheelings & Dealings: ClickSoftware Acquisition of Xora Will Create Mobile Workforce Management Powerhouse
    While workforce management solutions have been with us for decades, recent years have seen these solutions running to catch up with the modern workforce. One of the areas many workforce management solutions are lacking is in the increasing mobility of the global workforce...
    2/20/2014
  • Consider Quality over Quantity in Measuring Contact Center KPIs
    Going into the twenty-first century, as companies realize that quality needs to be the first goal in order to retain existing customers and boost the quality of relationships, many companies have moved to first-call resolution as the Holy Grail of KPIs. FCR is, according to Ciarlo, the number of "one and done" calls that resolve a customer's issue. In other words, it's a measure of how many customer calls are fully and satisfactorily resolved with a single contact, indicating that the customer has left the transaction with the issue fully resolved, feeling satisfied with the quality of support he or she was offered. This customer does not call back or initiate further contact on the issue through other channels...
    2/18/2014
  • Cloud-based Workforce Management Is the Best of All Worlds for Small Non-profit Contact Centers
    The truth is that today's cloud-based workforce optimization solutions, which don't require much capital outlay up front (unlike premise-based solutions), are ideal for smaller contact centers and non-profit organizations. They can help them make the best of the resources they have, and substantially lessen the pain of unforeseen events. (Monet offers a case study regarding how the company's WFM Live solution helped Texas-based credit union GECU.)..
    2/18/2014
  • Will Workforce Management Finally Go Mobile This Year?
    Companies already looking to trim costs envision adding an extra half-hour, potentially of overtime, to all employees' time cards, particularly if the solution is "buggy" and needs to be regularly tweaked in consultation with the IT department. But a broader problem is a lack of available equipment and poor integration...
    2/14/2014
  • How Can Workforce Management Improve Performance?
    How does your contact center flow on a daily basis? Do your agents show up on time? Are they ready for the work day when they arrive? Do they know what is expected of them whether the phones are ringing or not?..
    2/12/2014
  • Helping Employees through the Transition of New Workforce Management Solutions
    While the company may be choosing a new workforce management solution to build in better adherence, more precise forecasting or to free up managers from routine tasks like time-off requests, many employees are likely to believe that it's a "Big Brother" step by the company. The contact center should help employees understand how the new solution will help them personally: by making time-off requests easier, for example, or to allow schedule bidding and swapping...
    2/7/2014
  • Workforce Management - to Update or Upgrade?
    Finally, are you struggling to achieve your customer service initiatives? Are you finding that new programs put in place fall short? If your workforce management solution is out of date, your agents are at a disadvantage and your metrics will continue to fall short. Customers won't know what technology you have in place, but they can tell the difference when dealing with an out-of-date shop...
    2/5/2014
  • 4 Tips to Improve Call Center Scheduling
    Scheduling for the typical workday is a challenging task, even in the calmest of environments. The unexpected can happen and leave you unprepared; customer traffic could increase without warning, leaving too many unserved; and productivity can suffer if too many are on hand without enough work to keep them busy. When this activity is in the call center, all of these variables are multiplied...
    2/4/2014
  • Why Call Recording is Useless without Quality Monitoring
    For years, contact centers have relied on call recording for a number of different reasons, not the least of which those industries where call recording is required to demonstrate agents are following specific guidelines. Stopping at that point, however, is leaving a considerable volume of valuable information on the table, information that can help improve processes and the customer experience...
    1/31/2014
  • Does Workforce Management Really Make a Difference?
    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...
    1/31/2014
  • Is Workplace Relevance in Danger of Extinction?
    Working in the technology industry means change is always your friend. If you don't like change, then this industry will devour you. When I meet colleagues who run businesses in "traditional" industries (say construction, finance or transportation), I am always struck at how much of what they do is pretty well the same as they have been doing for the past 20, 30 or even 40 years. Sure the "how" is evolving, but the "what" is fairly steady. For most technology companies, I suspect that 80 percent of what clients pay for today is completely different than what they paid for just three years ago. That is a little scary. But it is even more exhilarating...
    1/30/2014
  • What 2014 Might Bring the Workforce Management Function
    While we've run many articles on the trends and predictions for 2014 for the overall contact center, we haven't offered any previews on the specific components that make the contact center tick. Since labor is the largest costs of most contact centers, it makes sense to take a look at what's ahead for workforce management...
    1/30/2014
  • Calibration of Quality Monitoring is Essential for Proper Workforce Management
    While this represents a great leap forward for contact center quality monitoring, it still has inherent faults. In a large contact center, different managers will likely use the accompanying scorecards during evaluations in a different way. Agents will be reminded of high school, where some teachers graded very generously and others were impossible to please. If you were unlucky enough to get one of the latter, it always seemed to drag your grade down...
    1/27/2014
  • The Importance of Scheduling Lunch and Breaks into Call Center Operations
    As contact centers strive to improve the customer experience in order to differentiate themselves from the competition, many of them are missing the first steps of the process. To build customer engagement, companies must first build employee engagement. It's quite literally impossible to build a first-class customer support infrastructure with disengaged agents who are overworked, under trained, burned out or just plain bored...
    1/24/2014
  • WFMSG's New Community WFM Ready for General Delivery
    The Workforce Management Software Group, Inc., (WFMSG) a developer and provider of the Community workforce management solution, stated that the newest version Community 4.0 is now available for general delivery...
    1/24/2014
  • Organizations Benefit from Dedicated Workforce Management Solutions with Next-Gen Technologies
    Most businesses are not benefitting from dedicated workforce management systems and new technologies like smartphones and tablets, according to the new Value Index on Workforce Management for 2014 survey from Ventana Research...
    1/23/2014
  • Xora Adds Mileage Manager Feature to its StreetSmart Workforce Management Tool
    Xora, a company specializing in mobile workforce management solutions, enhanced its Xora StreetSmart workforce management solution by adding the Mileage Manager feature to it...
    1/23/2014
  • Workforce Management Becomes Critical for Public Sector Employees
    As the workforce becomes more mobile, solutions that can scale across mobile devices and platforms will also become necessary. Together with analytics and cloud-based solutions, mobile workforce management applications boost efficiency, eliminate errors and also improve employee engagement...
    1/22/2014
  • How Are These Trends Affecting Your Workforce Management?
    Effectively managing the workforce can be a challenging task in any industry. Correctly matching schedules to availability of staff and demand of the organization is only half the battle; managers also have to right-fit skills according to anticipated needs. If the process falls short, customers don't get what they need. If it's overdone, money is wasted...
    1/20/2014

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