Workforce Management Feature Article
March 20, 2009
Workforce Management Can Minimize the Impact of Training Budget Cuts
By Susan J. Campbell, TMCnet Contributing Editor
“When budgets became tight, organizations with a traditional training focus suffered most,” Bersin president, Josh Bersin said in a statement. “Today’s business world demands a combination of formal and informal learning with an emphasis on collaboration, knowledge sharing, social networking, coaching, and mentoring.”
Some industry experts have argued against new methods of training, claiming that training in classrooms or through computer coursework is less effective compared to less-formal modes of training, such as on-the-job learning and the use of social networking tools.
This is where automated workforce management solutions come in and make training more viable and cost effective within the contact center. Even in times of tighter budgets, much of the necessary training tools are already in place.
The bigger cost to the center could be the loss of that agent from the phones while in training. To better manage the absence, a workforce management solution can measure the anticipated volume and schedule according to expected need. The agent’s training can then be scheduled around peak times to maximize their time in the center.
Having trained and skilled contact center agents in place is crucial to the overall success of the contact center and this is only possible through scheduled training. With a workforce management solution from Monet Software, the contact center will be better equipped to manage all training to drive optimal performance.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard