Call Center Scheduling Featured Article
WFM Elevates Call Center Scheduling
Separating from the pack is a challenging task, and for customer service with most companies this begins with the contact center. The call center is a complex symphony of people, processes and technology ensuring each customer receives resolution in a timely and friendly manner. Workforce management software takes the complexity of this symphony, and boils it down to playing chopsticks.
Not all workforce management solutions are created equal. So when seeking a robust workforce management solution, it is important to ask the right questions. Today, let’s explore the forecasting tool component, and exactly what one should look for.
Monet Software’s Chuck Ciarlo explains, “Great starts with the forecasting tool. If the forecasts generated by WFM are not accurate, it creates a domino effect that will throw the rest of your numbers off as well. Result? Overstaffing, understaffing, missed sales and angry customers.”
A comprehensive forecasting tool will compile and analyze historical data, adding in variables like annual events, weather, holidays and special promotions to deliver accurate staffing predictions.
The modern contact center is omnichannel, so the solution should be able to provide a complete view across channels making it possible to pair skills, people and shifts for optimal results.
Forecasting isn’t about averages, it’s about digger deeper into the data.
The call center requires the services of exceptional software, in customer service there’s no room for a bad first impression due to poor staffing. Staffing issues plague contact centers around the globe, don’t join the list.
What workforce management solution is in your contact center?
Edited by Maurice Nagle