Workforce Management Feature Article
December 10, 2008
Workforce Management Solutions Invite Agent Input
By Susan J. Campbell, TMCnet Contributing Editor
Another often overlooked benefit of workforce management solutions is their ability to allow agents to provide input into their scheduling, everyday processes and even overall center operation. Such an approach enables these agents to take ownership in their positions and their company, helping to spur agent loyalty and reduce overall attrition.
Those agents that serve on the frontline are the first point of access for customers. They are often the first to hear of issues concerning the customer, internal processes, Web site, etc. Without a forum in which to share this information, key decision makers may not steer the company in the right direction with drastic effects.
Workforce management solutions go a long way towards enabling the organization to properly deliver the optimal customer experience for all interactions. But, the organization may not be able to realize all of the benefits that the solution can provide unless they maximize its reach and invite agent input.
These solutions can also provide a platform for agent collaboration. Within the workforce management platform, agents can share important information on particular shifts, campaigns, pattern, etc.
Offering such a platform not only invites agents to share their opinions; it fosters an environment of sharing and teamwork; one where the agent feels their contributions and opinions are valued. This type of environment can greatly reduce agent attrition and greatly improve overall performance.
Companies such as Monet Software offer workforce management solutions that do so much more than manage the workforce or produce agent schedules. These solutions are designed to be innovative and intuitive, customized according to the contact center’s needs and environment to produce the best experience for all.
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