Workforce Management Software

Contact center workforce management (WFM) solutions are among the most critical productivity tools in contact centers. By predicting call volume (or other transaction types, like e-mails and chat sessions) WFM solutions allow managers to schedule the optimal number of agents to meet the anticipated demand. These applications also take into account agent breaks, training needs, vacations and sickness absences.

 

WFM solutions also simplify the hiring process, allowing managers to address both the number of agents required for a contact center and the skill sets that are necessary to provide the best service to customers.

 

For example, the target service level for calls may be 80 percent answered within 20 seconds. For e-mails, the service level may be responding to 100 percent of e-mails within 24 hours. When used properly, the payback from WFM is typically six to 12 months.

 

All contact centers are unique, and it is difficult to create a standardized approach for addressing staffing needs in every organization. Each environment is likely to have their own specific agent scheduling requirements and policies.

 

In order to meet the various needs of contact centers, WFM vendors have developed systems capable of addressing many approaches and options. This has resulted in advanced, highly complex applications that have often been challenging to implement and maintain. Although there is still room for improvement, recent innovation has focused on improving the ease of use of these valuable solutions.

 

Many contact center managers consider their scheduling methodology unique and, in some cases, a differentiator for their operating environment. Few are willing or able to use a standardized approach to schedule their staff. A scheduling approach that is ideal in one organization may not be appropriate for another.

 

WFM solutions have improved during the past three years and are now easier to use, and capable of handling skill-based routing, addressing multiple sites and channels, and properly dealing with both inbound and outbound calls.