Workforce Management Software

TMCnet - World's Largest Communications and Technology Community

October 30, 2008

Workforce Management Software Delivers Significant Benefits to Contact Centers

By Susan J. Campbell, TMCnet Contributing Editor


Perhaps one of the biggest challenges within the contact center is achieving the effective management of the workforce. People are the contact center’s greatest asset as they touch every area and every interaction in one way or another. To ensure these interactions are optimized for maximum performance, many contact centers turn to workforce management software solutions, such as West Corporation’s Spectrum (News - Alert).
As a Web-based workforce management software solution, Spectrum enables contact center agents to plan and manage their own work schedules.
If individuals are not properly matched to tasks according to their skills and experience, they cannot deliver optimal performance. If they are not adequately trained for the job they were hired to do, performance is lackluster and turnover is more likely. In addition, if administration of agent distribution is done manually in ad hoc fashion, customer service often suffers.

Spectrum provides benefits to the contact center far beyond mere scheduling and forecasting. When adequately selected for the environment, workforce management software solutions like Spectrum, also help to manage the total lifecycle of the agent in that position, ensuring that the tasks fit the skills and experience of the individual. Spectrum a lso helps with the oversight of workforce training and integrating agents in other locations into the overall operations of the main contact center.

Imagine a contact center environment where forecasting, scheduling, real-time management and system interfaces are all managed manually by one or more workforce management professionals. Sure, these individuals are trained at capturing the right information to plug into formulas to predict and manage, but consistency in information is often hard to achieve in manual processes.

Workforce management software can not only help to ensure that information is consistent throughout each channel; it can also eliminate the needs for multiple workforce management professionals within the organization. Workforce management software manages the necessary tasks and delivers important information in real-time, while also integrating all critical applications into one user interface.

As the contact centers of today are increasingly moving away from traditional brick and mortar buildings to virtual centers supporting agents throughout the country or the world, the need for effective and efficient management has grown substantially.

Workforce management software that is easily accessible through a Web browser ensures that all users have instant access to critical information that is designed to provide them with the tools to excel at their job. 

As a robust workforce management software solution, Spectrum ensures complete transparency in the process so managers can monitor agents, agents can have real-time access to performance information and the overall management of agents in the center is done according to need and skill. Such an approach ensures optimal performance and the utmost in customer care.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan's articles, please visit her columnist page.

Edited by Michelle Robart


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