Call Center Scheduling Featured Article
The Cloud Makes Workforce Management Easier
The cloud makes things easy. That’s a big part of its premise.
It makes it easy to upgrade and maintain software most importantly. Being hosted means the hassle of software upgrades, compatibility, hardware failure and other issues is handled by the cloud provider.
Ease of use also is built into the ethos of cloud solutions. Since cloud services are services that can be turned on and off, unlike traditional software models that charge a fee but then deliver unlimited use, there’s extra incentive for the cloud to be something that can be leveraged immediately and that is not too complex to learn.
This holds true even for cloud-based contact center solutions such as automatic call distribution (ACD) systems.
Yet, many contact centers that use cloud-based solutions are not fully taking advantage of the software even if they are using the cloud.
“If a contact center is employing an ACD system without a proper planning of an overall cloud strategy, it may be missing out on the cost and convenience benefits gained from a more comprehensive cloud solution,” noted a recent Monet Software blog post.
The blog post also noted that part of the advantage of cloud solutions is only realized when the complete cloud solution is used, not only a small piece of it.
With it, the integrated solution offers simplified, streamlined operation at a lower cost.
One example is using Monet’s ACD in conjunction with its WFO Live platform. The WFO platform incorporates workforce management tools to improve scheduling and service levels, call recording capabilities for compliance and quality assurance. When paired with Monet’s ACD, these functions deliver extra data that makes the ACD work more effectively.
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.
Going back to the example of Monet’s WFO Live solution, the company’s cloud-based workforce management platform makes forecasting and exception planning particularly easy. It also includes call tagging, reporting and analytics. Since the solution is easy to use, it empowers contact center managers to use it more. And that makes it actually useful, not just a workforce management platform that looks good on paper.
Edited by Stefania Viscusi