Workforce Management Feature Article
November 04, 2008
Workforce Management Systems Drive Optimal Contact Center Performance
By Susan J. Campbell, TMCnet Contributing Editor
Accurate forecasting is essential to the success of the contact center. Unlike traditional methods that could predict standard call campaigns, the forecasting tools of today must be able to predict the volume of interactions not just with live agents, but also with different channels within the contact center.
Such an approach ensures that those customers utilizing self-service channels that must access a live agent will find one available and skilled in the area necessary to help the customer. Robust workforce management systems provide this capability, allowing for the complete integration of forecasting, scheduling and real-time management.
Perhaps one of the more overlooked benefits of workforce management systems is the ability to manage contact center systems in real-time. As the global economy has become more mobile and consumer technologies have made information available from any time and any where, the demand for real-time data is consistently growing, driving the demand within the global contact center industry. If a company is unable to deliver information to a customer in real-time, there is a risk of losing that customer.
Those contact centers that are setting Best in Class benchmarks are those that are able to identify areas of opportunity within the contact center and selecting a robust workforce management system to help drive strategic initiatives. Companies such as Monet Software can deliver the consultation expertise necessary to select the right workforce management system to drive optimal contact center performance.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Michelle Robart