Workforce Management Feature Article
May 21, 2012
Workforce Management Drives Performance Management Success
By Susan J. Campbell, TMCnet Contributing Editor
What do people, processes and systems all have in common? A lot if they’re housed together within the call center. Each of these things needs to work together in fine alignment if the call center hopes to meet its goals and objectives. This alignment often relies on workforce management.
Monet Software offered a little insight into this concept in a recent blog. The basic premise: moving from a reactive to a proactive call center performance management environment. A workforce management solution can help in the process, especially when it includes a performance management dashboard.
An essential part of the workforce management toolbox, performance management helps to align people, processes and systems to work together toward a common goal and objective, such as cost control, customer satisfaction or revenue goals.
Call centers tend to lack the necessary means to measure and track their key performance indicators (KPIs) necessary to realize improvements in staffing, scheduling, forecasting and adherence.
To combat this challenge, a trend has emerged. Organizations are now transforming call center performance management from a reactive to a proactive approach. In the process, they are using KPIs, scorecards, agent analytics, real-time alerts, dashboards and reports that are easily customizable.
As a result, there is a constant stream of actionable intelligence to help managers and supervisors make more informed decisions faster to produce better customer satisfaction, greater cost control and the better utilization of resources.
Benefits available through this workforce management tool include better decisions through actionable intelligence and flexible real-time dashboards. As a result, management gains a unified view to monitor and analyze key performance metrics, including service levels, agent adherence, staffing and labor costs to make more informed decisions.
The organization also benefits from improved productivity and agent motivation as a result of scorecard capabilities. This element, common to robust workforce management platforms, enables agents to self-manage performance, while also taking action with coaches and supervisors according to real data and KPIs. As a result, business objectives are met and a culture of self-motivation and accountability are created.
Finally, the call center can also enjoy easy and fast access to key performance indicators, which then frees time for supervisors and managers to focus on working with agents to coach, train and plan, instead of collecting and analyzing data.
Agent analytics are an important part of the workforce management piece as call centers increasingly look to improve performance management. Monet Software offers a full array of tools to help in the process – something worth checking out.
Edited by Amanda Ciccatelli