Call Center Management Featured Article
WFM Helps Contact Centers Measure Up
Architect. Engineer. Scientist.
Seamstress. Tailor.
Contact center manager.
This is a strange group of occupations, to be sure. But all of the above have something in common.
That something is that they all measure things. And those measurements are absolutely paramount to the work they do.
Contact center managers measure a range of things. They measure customer experience, employee engagement, first call resolution, forecast accuracy, schedule adherence, traffic, and more.
These measurements give them a sense of the level of customer service their contact centers deliver. They offer insight about agent efficiency. And they may also help managers understand whether they scheduled too many agents, or not enough, during a given shift.
Workforce management software can help contact center managers do more accurate forecasting and set schedules with much greater efficiency. WFM takes into consideration daily, monthly, and seasonal stats as well as holidays and special events, agent time-off requests, shrinkage trends, and more. As a results, contact centers will not overschedule and, thus, over pay, for human resources on a given shift when those resources are not needed. And managers can spend less time forecasting and scheduling, so they can focus their efforts on improving agent performance and customer satisfaction.
“With the advanced functionality and the more accurate forecasting and scheduling made possible by WFM, as well as the data it delivers on agent performance, schedule adherence and KPIs, contact center managers can always be assured the contact center’s resources are being utilized in the most efficient and cost-effective manner,” says Monet Software’s (News - Alert) Chuck Ciarlo.
He adds that automated, cloud-based workforce management solutions provide managers with the same detailed reports and real-time information on employee performance, agent activities, shift assignments, schedule adherence and other data, regardless of whether the agent is working from home or elsewhere.
Edited by Maurice Nagle