Call Center Management Feature Article
December 06, 2013
Call Center Management: Getting the Most Out of Your Tools
By Michelle Amodio, TMCnet Contributor
In the call center, one of the top challenges noted by managers is the overall workforce management flow. Because contact centers are staffed with many agents, most around the clock, it becomes a difficult task to hone in on one particular area or issue without some sort of tool or optimization solution to keep everything flowing and seamless.
The key is in the term itself; optimization, or optimize, by its very definition, is to enhance or improve something. So, when dealing with your workforce, how can you enhance it? Improve upon it? There are a number of ways to approach this, and, in fact, the multi-pronged approach works best.
A workforce that is not working to its full potential means the contact center suffers. This inefficiency can spring up in any of the many links within the service chain. From forecasting and planning to scheduling, mobility and business analytics, this resource-intensive process is fraught with potential pitfalls and efficiency leaks.
In the contact center, everything has to be optimized, from customer demand forecasts to the shifts employees work - otherwise the ultimate end result is poor service.
Workforce management solutions, like Monet’s WFO Live, can take call metrics and help better forecast, schedule and facilitate staff, eliminating the need for a calculator, spreadsheet and time.
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.
Workforce optimization helps businesses balance efficiency and effectiveness by using the call center as a strategic resource. Using analytics, organizations capture, analyze, and act on information to improve workforce performance, customer interactions and customer service processes.
When it comes to call center management needs, workforce optimization is a crucial element. Solutions like Monet’s offer ACD integration, real-time agent adherence, intra-day management and agent-supervisor collaboration. Call centers will start improving service levels without the upfront expenses and IT requirements of traditional workforce management software or the limitations of manual scheduling.
Edited by Stefania Viscusi