Workforce Management Feature Article
December 01, 2009
How Can Hosted WFM Software Cost Less Than Spreadsheets?
By Patrick Barnard, Group Managing Editor, TMCnet
As most people know, labor is the single biggest expense facing any call center. Getting the right number of agents in place to answer incoming calls, place outbound calls, respond to emails and handle Web contacts at any given point in time is critical: If you over-staff, you’re wasting precious company dollars – if you under-staff, you risk eroding customer service and killing employee morale.
Today’s hosted workforce management (WFM) systems help with this delicate balancing act by enabling call center managers can react more quickly to changes in call volume. Unlike spreadsheets, these systems sport advanced analytics capabilities that enable call center managers to forecast call volume, with a surprising degree of accuracy, and staff accordingly.
During the webinar, to be held at 10 a.m. PT (1 p.m. ET) on Thursday, December 17, attendees will learn:
--How much spreadsheet-based scheduling costs you every month;
To register for this free, informative webinar, click here. To learn more about this and other free webinars being offered by Monet Software, click here.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard