Workforce Management Feature Article
November 14, 2008
Workforce Management Solutions: More Than Meets the Eye
By Susan J. Campbell, TMCnet Contributing Editor
The challenge for those companies that are actively seeking to improve performance is that they often don’t know where to begin. Many have gone down the road of capturing data in order to analyze it to identify areas of improvement, but such efforts have proven to be fruitless.
To produce measurable results, the contact center must leverage that data to drive behavioral changes to ultimately elevate the organization’s ability to meet and surpass defined objectives. One method that has proven successful is the implementation of workforce management solutions.
Perhaps the root of this misconception is the belief that contact centers are driven by automated systems put in place to serve the customer base. While there are often automated systems put in place to help streamline processes, but contact center success is comes from the contact center agents themselves.
When individuals are correctly identified as key players within the contact center environment, those individuals are scheduled according to the greatest need for their talents and the right calls are routed to each agent. This process can only be successful when the contact center first forecasts for the volume and type of calls within a given period – forecasting done with a workforce management solution.
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