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Workforce Management Featured Articles

  • 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
  • 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
  • A Happy Workforce Gets More Days Off
    Today's workforce has changed dynamically from the days of piece work and the when office workers were tethered to their computer and headset...
    1/13/2014
  • The Disconnect Between Front-Line Agents and Call Center Management
    If you believe that the purpose of the contact center's existence is to delight, retain and win customers, then you need to communicate this fact to the agents. What they do or say on the phone with live customers is what will really make or break the business. Ensure they are truly representing the organization at large...
    1/13/2014
  • How Millennials Are Already Changing Workforce Management
    So businesses need to recognize that the Millennial generation is big and definitely will bring changes to how employees are managed. Businesses need to be ready for this shift. Those that embrace the group will find themselves both more nimble and better able to manage their employees...
    1/10/2014
  • 2014 Will Be the Year of Meeting Customer Expectations
    While this may be bad news for companies with marginal customer service, it represents opportunities for more gung-ho companies. Forrester notes that the opportunities are particularly good for companies in industries with no clear customer service leaders...
    1/9/2014
  • Wheelings & Dealings: Sageview Invests in Reflexis Systems
    Reflexis Systems, Inc., a company that provides real-time execution and workforce management solutions, recently announced that Sageview Capital LP, a private investment firm, has made growth equity investment in the company. The officials from Reflexis said that the investment will be used in expanding the company's operations...
    1/9/2014
  • Investing in Your Contact Center Agents is Investing in Your Customers
    And while gamification has been shown to work effectively, contact centers need to remember the basics, as well. Ensure that agent desktops are easy to use and can help reduce frustrating errors or repetition. Conduct performance evaluation regularly, using a fair process and an easy to understand reporting method. Make use of employees' skills, and offer remedial training where employees require it, and offer agents some flexibility and power to solve problems on their own. Finally, prevent employees from becoming frazzled and stressed by building effective schedules that allow the pace of work to be reasonable...
    1/9/2014
  • Workforce Management Made Easier with Gamification
    In plain English, gamified learning or business applications are simply more fun than other methods. They allow the agents to strive, to compete and to win in a way that most applications simply don't. They offer immediate feedback, visual comparison and effective learning, all rolled into one package. For companies that tie success in gamified applications to real rewards (gift certificates, first-choice of vacation time or a primo parking spot), it adds an element of good-spirited competition and real achievement. It has also become one of the most effective tools in workforce management and for keeping employees engaged on a day-to-day basis...
    1/9/2014
  • Good Workforce Management in the Contact Center is About Much More Than Scheduling
    For this reason, communicating goals, methods and challenges to employees is critical. If employees don't understand the goals and how the company plans to achieve them, they can't assist. Since contact center agents are on the front lines, they cannot be effective if they don't understand what the strategy behind them is...
    1/3/2014
  • Call Quality Scoring Built into Workforce Optimization Can Turbocharge Performance Evaluation
    Most contact centers use call recording as a critical element of agent performance evaluation. The idea is that at review time, managers can listen to a critical mass of calls by each agent and use them to get a big-picture idea of how well the agent is doing his or her job...
    12/30/2013
  • The Home Agent Model Can Benefit Quality and Boost Service Levels While Keeping Costs Low
    U.S. companies are at a crossroads when it comes to customer support. The offshore outsourcing of previous decades - a business model that was promised to save loads of money on operations - hasn't panned out as well as companies hoped. Costs haven't been as low as promised once travel and management salaries are factored in, and there have been distinct problems with quality. Many customers become indignant when they cannot understand a foreign call center agent's accent, or at the idea of shipping U.S. jobs offshore during a time of high unemployment...
    12/26/2013
  • Boosting Quality and Reducing Costs By Putting Workforce Optimization in the Cloud
    Contact centers have been around for a long time, dating back to the late 1950s. The idea of "workforce management," in those early decades, would seem comical today. Call center managers counted how many workers showed up in the morning, and they handed out piles of paperwork with admonitions that the employees should finish all the work. For inbound contact center operations, contact center managers simply observed that when call queues were getting long, something wasn't working right...
    12/26/2013
  • Outdated Call Recording Solutions Create More Problems than Benefits
    If you run a call center operation of nearly any size, from just a few agents to hundreds or even thousands, you probably use call recording software. You may use it to train and evaluate agents, or you may be required by law to record calls (this is particularly true for companies operating in financial services or health care). For whatever reason you record, it's possible that your recording solution is ageing. While many contact centers are feeling budget pinches as of late and limping through with old technology, when it comes to call recording, this may not be a smart strategy...
    12/19/2013
  • It's The Holidays: Your Customers Expect Some Basic Gifts from You
    Since it's the season for wishing, chances are pretty good that many customers are wishing for better customer service. Since it's also the season for buying, many of them are likely to be doubtful that their wish will come true...
    12/18/2013
  • Why Call Center Management Needs Cloud Computing
    As Unified Communications is gaining momentum in the corporate environment, call center management already relying on cloud computing and VoIP phone systems are well positioned to streamline channels, reduce the cost of operations and focus on the quality of the customer experience...
    12/11/2013
  • Monet Software Launches Workforce Management Resource
    Workforce Management Resource is designed for decision-makers from contact centers seeking information regarding effective workforce management solutions in the call center. Visitors to Workforce Management Resource can find valuable information via feature articles, industry news, whitepapers, videos and e-demos...
    12/9/2013
  • Call Center Management: Getting the Most Out of Your Tools
    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...
    12/6/2013
  • How to Gracefully Handle a Challenging Customer Call
    As a call center manager, using tools like a workforce management solution can help in these instances. Monet Software's Workforce Management offering provides call center managers with the ability to monitor their agents, track metrics of service performance, and create schedules to keep strong during high-call times...
    12/5/2013
  • Are You Measuring the Right Metrics or the Wrong Metrics in the Contact Center?
    Every contact center tracks some kind of metric, measuring performance and matching it up against historical norms. Some contact centers track far more metrics than others, but most of them keep an eye on what used to be considered the most important: average handle time, or AHT...
    11/26/2013
  • Top Trends for the Contact Center in 2014
    As the year winds down and we begin to anticipate turkey, candles and sleigh bells ringing, it's also time to look ahead to the New Year and examine the trends that it might bring. For 2014, there are several technological and management trends likely to drive the contact center industry forward...
    11/26/2013
  • Regular and Easy Quality Management is the Key to Employee Engagement
    While many companies pursue the Holy Grail of customer engagement, too many are missing the right foundation on which to build customer engagement. Employee engagement must be the first step in the process, since stellar customer support - a critical component of customer engagement - cannot be achieved with indifferent or disengaged employees...
    11/21/2013
  • Lack of Vacation Leads to Burnout and Lost Productivity
    So why are so many Americans leaving vacation days on the table? There are a number of reasons, including a desire to "stockpile" days for an illness or a longer vacation in the future, an inability to coordinate vacation time with a spouse or because they are paid for unused vacation time. Some report that they choose not to take vacation time because of job insecurity, believing that management will frown on it...
    11/18/2013
  • How to Speed Call Center Training
    The longer, more strategic approach to training becomes instead career development. You can always make coaching a priority; but training the agent to get going on the phones should be an expedited process. A recent Monet Software blog offers some insight into how you can make this happen...
    11/13/2013

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