Workforce Management Feature Article
October 09, 2009
Free Webinar to Explain the Advantages SaaS-based Workforce Management Solutions Bring to the Call Center
By Patrick Barnard, Group Managing Editor, TMCnet
With today’s workforce management solutions, call center managers can more accurately schedule the correct number of agents based on call volume; improve schedule adherence; reduce shrinkage; increase service levels and boost customer and agent satisfaction.
Businesses in a wide range of industries have come to recognize the many advantages workforce management software has over spreadsheets and other manual systems for scheduling agents.
Increasingly, workforce management software vendors are offering their solutions via the software-as-a-service or “cloud”-based model. This brings even more advantages to companies that make the switch to workforce management, including lower up front cost, faster deployment and improved ease-of-use.
Market research firm DMG Consulting recently released a report predicting that the SaaS (News - Alert)-based call center software market will grow 30 percent in 2009, 35 percent in 2010 and 20 percent in 2011. The report finds that companies are turning to SaaS-based call center solutions because they can be deployed quickly and easily and with much lower up-front capital investment.
With SaaS- or "cloud"-based call center solutions, companies can avoid the need to purchase expensive hardware, software licenses and network infrastructure – all they need are the computers and a high speed connection. In addition, the software is delivered as a managed service, which means the vendor is responsible for maintaining all equipment, architecture and software – thus reducing the burden on a company’s IT department.
To learn more about the advantages cloud-based workforce management can bring to your call center, be sure to check out the upcoming free webinar, “Cloud Computing for Easier and More Affordable Call Center Scheduling,” presented by Monet Software, from 10 to 11 a.m. PDT (7 to 8 a.m. ET), Thursday, Oct. 22, 2009.
--How is it different from traditional WFM software?
--How scalable and secure is "cloud"-based WFM?
--How does "cloud”-based WFM work?
--What are the costs of "cloud"-based WFM?
To register for this free webinar, click here.
To find out about more upcoming webinars being presented by Monet Software, click here.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Patrick Barnard