Workforce Management Software

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November 20, 2008

Workforce Management Software: More Valuable Than Meets the Eye

By Susan J. Campbell, TMCnet Contributing Editor


Workforce management software solutions may sound like just another way to dump money into a department that is already draining financial resources – the contact center. Companies invest millions in their customer support divisions, often without measuring the direct result of that cost and then wonder why the contact center is not performing.

For the larger enterprise, imagine managing several contact centers in several locations. In each center there are a variety of levels of contact center agents, separated by the skill sets they bring to the organization. Along with each contact center location, there are also a number of interaction channels through which agents interact with customers and each channel must be managed.

In such an environment, the lack of a workforce management software solution could actually cause significant inefficiencies, measurable downtime, increased cost due to lack of productivity and blatant wasted time. A robust workforce management software solution helps to bring all these disparate activities and information and organize them into one easily manageable platform.

West Corporation is one company who has proven its worth in delivering powerful workforce management software solutions that streamline operations to ensure that the client company can deliver an optimal experience for their customers each and every time. With West Corporation’s state-of-the-art workforce management software system, Spectrum, call centers can rest assured that an optimum level of staffing is in place.
As the most flexible workforce management software system in the industry, Spectrum (News - Alert) is unique in that it was created by call center professionals- the people who know exactly what call centers need and when they need them.

Consider the amount of activity that must take place within the customer support division of a company such as Amazon during the holiday season. Not only does traffic pick up immensely on its retail Web site, so does the amount of traffic into its contact centers by way of phone calls, e-mails, chats and more.

If the company cannot accurately forecast this volume and schedule accordingly with its workforce management software solution, customers will not be served adequately and the company will lose revenue.

A solid workforce management software solution is designed to identify key areas within the contact center that need the primary attention. If 80 percent of customer interactions take place on the phone, the workforce management software solution will allow management to schedule for that volume.

At the same time, if a growing number of interactions are taking place via e-mail, the solution will be able to identify these needs as well so that management can proactively plan for this volume.

Workforce management software solutions, such as Spectrum, are not new ideas that suddenly appeared to make the contact center run more smoothly. Instead, they are solutions that take manual processes that are often already in place and streamlines these processes onto one platform. In doing so, not only is this information easier to manage, it takes fewer individuals to manage it. 

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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