Workforce Management Feature Article
February 05, 2009
Workforce Management Solutions Help Drive Strategic Success for Call Center HR
By Susan J. Campbell, TMCnet Contributing Editor
While these tasks are necessary and important, they do not play a strategic role in advancing the efforts of the call center. The continual challenge within the organization and the HR department specifically is how to find the balance between strategic ambitions and the achievement of organizational excellence.
In order to place the HR department on a more strategic path for operational success is to ensure they are part of the overall plan. For their hiring practices to be successful, HR needs more than merely a checklist to follow to find the right candidate. Instead, they need to be plugged in to what goes on in the call center, the challenges, perks and how everything ties into the ultimate goal.
Understanding that workforce management solutions have implications beyond the call center itself lends to the extension of the value it brings to the organization. As turnover can be a significant cost to the company, understanding how to reduce and event prevent it can contribute to a strong return on investment.
Providing a key integration point between HR and the call center not only extends the value of the workforce management solution, it also better equips HR professionals to find the right candidate for a specific position. Workforce management solutions provide the HR department with a direct portal to the workings of the center and what is necessary for efficient and productive operation.
There are a number of workforce management vendors that offer solutions with direct applications in the call center. Monet Software offers robust workforce management solutions, along with proven expertise in the call center industry. As a result, Monet brings significant value to the table, ensuring that the call center selects the right workforce management solution to meet their needs.
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