Workforce Management Feature Article
May 01, 2009
Workforce Management Software Essential for Managing Dispersed Agents
By Susan J. Campbell, TMCnet Contributing Editor
As a result, many of these multi-location contact center organizations turn to workforce management solutions to centralize the management process. In doing so, contact center managers are better able to schedule agents, set specific goals for their performance, capture and measure actual performance, coach and train, and make necessary changes on the fly.
By engaging in a partnership with a workforce management solution provider, a company can better engage with its geographically dispersed contact centers. In doing so, contact center managers are better able to create an environment of collaboration and teamwork where each team member feels a part of the bigger corporation. This environment has been proven to produce happier agents who deliver a better customer experience.
Part of the contact center’s main focus should be to deliver a consistent and quality experience for each and every customer. Establishing a consistent brand depends upon this practice. Using a workforce management solution from a proven provider such as Monet Software can help the contact center or parent organization to accomplish this goal.
This particular company offers both on-premises and SaaS-based solutions that can be customized to fit any environment. For a free demo of Monet’s WFM Live Web-based offering, click here.
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 Patrick Barnard