Workforce Management Feature Article
October 29, 2012
Workforce Management: Why Software is Vital for Contact Centers
By Michelle Amodio, TMCnet Contributor
Contact centers are rather busy places. These facilities are the hub of client and customer contact, and rely on various mediums to reach out to said customers, from voice to e-mail, and nowadays, socially online. Encompassing all the activities needed to maintain a well-oiled machine takes not only great management and reliable workforce, it needs a hardworking workforce management solution to ensure all of the above is working.
When it comes down to workforce management, workforce management software is a vital element to contact center operation. High call volumes mean a busy facility, and if you can’t accurately forecast agent need to handle call volume, then the end results are unhappy customers and a frustrated workforce, not to mention a failing business.
Workforce management software provides automation where it is needed, as well as the tools required for proper agent forecasting, time and attendance tracking, resource management and performance management.
Organizations that wish to achieve higher levels of efficiency, increase productivity, and reduce operational expenses would benefit by implementing workforce management solution software in their contact centers. The end result is always the same; to get customers to speak to an agent when they need it and have that agent ready to handle their call.
According to Monet Software, critical capabilities to proper workforce management include forecast simulation, activity scheduling, exception handling, intra-day management and real-time adherence. Having the right number of employees—with the right skills—in place at the right time is a critical link in delivering superior service. It’s also a key driver in managing costs, compliance, and employee turnover.
The most important thing that most call centers can do to improve their workforce management processes is to invest in workforce management software.
Edited by Amanda Ciccatelli