Workforce Management Feature Articles
5/22/2013 - It is difficult for any organization to make sure that their customer service department is maintaining the same level of quality with each call. For call centers, the main reason quality assurance problems occur is because the team is not fully aware of a company's standards and how to achieve them.
5/21/2013 - Whether a business is small or large, the most vital part of managing staff is creating a schedule that best optimizes the workforce. Sounds easy, right? Yet some of the largest enterprises have yet to implement a scheduling solution, and which is one of the biggest mistakes a company can make. Scheduling software has the ability to seamlessly manage a staff, utilize time efficiently, send important notifications regarding scheduling changes and status updates.
5/16/2013 - Over the past few weeks, the Workforce Management Channel on TMCnet has touched upon many reasons why every call center needs a workforce management (WFM) solution, including how it can optimize an organization's workflow and increase productivity. However, with so many call center solution products on the market choosing WFM software can be a tedious and time consuming task.
5/13/2013 - There are a number of call centers out there that are struggling with the task of having the right number of agents on staff to make sure that no call goes unanswered or unsolved. The number one reason for abandoned calls in the call center is either being kept on hold too long or suddenly being disconnected, which results in an organization losing both existing and potential customers.
5/10/2013 - Workforce management (WFM) provides businesses with the tools they need to analyze customer interaction and make strategic decisions to increase overall efficiency and effectiveness. One of the number one reasons for using such a solution is its cost benefits, which include saving money on hardware, databases or a data center infrastructure, as the cloud exists in the digital space. It also allows for unlimited space without the need for buying new servers or software installations.
5/9/2013 - In the call center industry, it is all about the interaction between the agent and the customer, which is why it's vital that organizations have the tools they need in order to improve these situations. Monet Software, a provider of call center solutions, has taken the time out in its whitepaper 'Call Recording Software Why It's Essential for Your Call Center' to help organizations learn the benefits of call recording. From its report, TMCnet has highlighted the top five reasons why call recording software is essential for a call center.
5/2/2013 - When call centers streamline operations and cut out unnecessary overtime with workforce management and forecasting, they can save significant time and money. When organizations with large field workforces - think utilities or cable companies - switch to better field service management solutions, the potential for savings are even higher.
5/1/2013 - When users think of a workforce management tool, they usually attribute it to a business, as they are usually the ones in need of a solution that can capture and analyze interactions across all channels in order to help them make strategic decisions. However, another sector has decided to use WFM to their advantage: educational systems.
4/26/2013 - Not only has Monet Software, a pioneer in scheduling software, created solutions that help organizations solve some of their biggest problems including meeting service requirements, but they have developed an array of videos on its workforce optimization tools that help users get a clear understand how they actually work through visuals.
4/25/2013 - Workforce management (WFM) provides businesses with the software and services they need to capture and analyze customer interaction across all channels, in order to help them make strategic decisions affecting overall efficiency and effectiveness. With new tools like speech analytics, call recording, and eLearning, businesses around the globe are discovering the best ways to deliver exactly what the customer wants. But as more and more solutions make their way over to the cloud, the industry has begun to wonder what is so special about it.
4/16/2013 - Workforce Management (WFM) allows call centers to run more effectively and easily while simultaneously reducing costs. But thanks to current advanced technologies, the opportunity to work from any remote location has expanded greatly, especially due to the 'bring your own device' (BYOD) movement that has begun to surface.
4/16/2013 - Every call center needs a workforce management solution, as such solutions provide the center with the ability to produce an optimized work schedule, forecasted schedules, shift bidding, intra-day management, data capture, real-time agent adherence, a virtual agent swap board and a detailed cost of schedules. But each call center is different, with goals and desired service levels that are unique to each organization, making the decision of choosing the right WFM solution a very critical one.
4/8/2013 - Among the challenges managers face when it comes to keeping staff organized are precise staff prediction, especially in the call center because of call volume and agent workload, which when balanced, does not waste resources. Scheduling, adherence tracking and exception handling follow behind, as these items can make or break a seamless contact center experience, both for the employee and the customers calling in.
4/8/2013 - Scheduling for the extensive activities that need to take place within the call center is something that used to demand a manual approach. Supervisors and call center managers often had to focus much of their time of forecasting for volume, scheduling according to availability and monitoring for adherence.
4/1/2013 - A NICE platinum partner and NICE Master Distributor, Sinclair Voicenet will implement NICE IEX Workforce Management system at one of the Kwik-Fit Financial Services (KFFS) contact centers in Uddingston, Lanarkshire. Kwik-Fit Financial Service's existing telecom infrastructure is based on Avaya technologies and the new system will integrate with the existing infrastructure.
4/1/2013 - No matter what industry you work in, if you're a manager, keeping on top of employees' schedules can be a bit of an undertaking, particularly in an environment that does not operate on a normal Monday to Friday, 9 to 5 schedule. For the call center, it's particularly challenging to stay on top of everyone's scheduling needs, ensuring enough staff for busy call times, schedule changes, emergencies and so on.
4/1/2013 - In today's contact center, customers continue to prefer the telephone over all other possible communications media: about 75 percent of the time, when a customer has an issue, he or she picks up the telephone. However, this doesn't mean that contact centers can ignore other media channels, since the other 25 percent of the time, customers are turning to alternatives such as e-mail, mobile apps, social media, self-service and Web-based contact channels.
3/26/2013 - It sounds easy enough - staffing the call center to meet the needs of the organization. The challenge, however, is that needs and volume can change in the blink of an eye. Customer service is always the priority, yet meeting high quality delivery expectations is difficult when the unexpected happens. The key to the truly successful call center is being able to plan for the unexpected.
3/25/2013 - A new offering from BROWZ promises to remove the labor intensive tasks related to providing classroom-style training to contractors at the employee level. The company has achieved this by delivering training through the Web by the release of BROWZ Training Center.
3/25/2013 - A new offering from BROWZ promises to remove labor-intensive tasks related to providing classroom-style training to contractors at the employee level. The company has achieved this by delivering training through the Web with the release of BROWZ Training Center.
3/21/2013 - Innovation Works has provided seed funding to support continued development of the Kextil software suite and the rollout of new customers. Kextil is the developer of the first contextual voice enabled mobile workforce software for Field Service. The company will use a part of the funding to port the application to multiple mobile platforms.
3/21/2013 - There are a few headaches when it comes to managing an efficient call center. With so much to keep tabs on, from operational strategies, financial objectives, equipment maintenance and employee schedules, it can be overwhelming serving customers and improving processes. Call center scheduling shouldn't be one of the obstacles when running a smooth operation, but sometimes agent shift swapping can pose as a challenge in keeping things seamless.
3/13/2013 - The color-coded dashboard goes a long way toward simplifying information capture in a variety of environments. In the call center, it can serve as a powerful scheduling and monitoring tool. As much activity that takes place in the typical customer service setting, automating and simplifying the call center scheduling process is critical to ensure optimal performance and efficient operation.
3/12/2013 - The intelligence needed in the call center is greater than the brainpower of its employees. Today's call center must also have intelligent solutions to ensure efficient operation and the delivery on expected performance metrics. The same is true with call center scheduling technology as call center management has a lot to juggle to ensure optimal operation of the center as a whole.
3/12/2013 - Intellum, a provider of cloud-based learning solutions, has formed partnership with TEAM Software, a provider of integrated financial, operations and workforce management solutions, to provide TEAM Software clients access to Intellum's EXCEED, a world-class enterprise learning management system.
3/6/2013 - Customer interactions can play a large part in satisfaction. Whether that satisfaction is on the part of the customer, the agent or the company, the interaction that achieves satisfaction for all three is a quality engagement. Once achieved, it can be difficult to duplicate. Fortunately, call center management can employ call recording software to help.
3/4/2013 - The call center is the perfect dance of call volume, agent availability and productive interactions - at least that is the goal for every call center manager. The challenge, however, is turning those goals into reality when trying to implement call center scheduling tools. Fortunately, Workforce Management (WFM) Live from Monet Software can help.
3/4/2013 - Ventana Research is set to educate organizations on human capital analytics through a new benchmark research that will provide readers with a broad-based, authoritative analysis of the use of, and interest in human capital analytics. Ventana Research notes the growing need of human capital analytic capabilities for businesses as today human capital management including workforce management has become linked to business performance.
2/27/2013 - There's a reason why call centers today seldom use that appellation anymore. Instead, they are more likely to be called "contact centers," and for very good reason. Today, while the telephone still remains the contact media of choice for most customers, those same customers like having the option of contacting a company through numerous other non-telephone media such as e-mail, Web, text or SMS, mobile app and even social media.
2/25/2013 - Digital Dispatcher has enhanced efficiency for field service and delivery businesses with the release of a new multi-tool mobile field workforce management system. The Digital Dispatcher mobile workforce management solution improves customer service and cut costs for users.
2/19/2013 - Brendan Courtney has joined as president and CEO of Parallon Business Solutions' Workforce Management Solutions business unit. Today, Parallon Business Solutions provides healthcare business and operational services. Courtney will succeed Jack Lisle who is retiring.
2/19/2013 - Moving from a manual call center scheduling system to one that is managed online can be a daunting change. You may have a certain way you like to schedule your agents and mixing up the format will require training and a different mindset. If the result is less time spent and an improved operation through efficiency and productivity gains, the switch is well worth the risk.
2/13/2013 - We live in an increasingly mobile society, so the pressure to deliver outstanding customer experience goes far beyond the standard live call with an agent. Today, customers expect to be able to connect with companies via their mobile device, and on multiple channels. As an organization focused on delivering according to customer expectations, it can be a challenge to predict customer demand and then manage your agent resources to be as efficient as possible.
2/13/2013 - SaaShr, a provider of software as a service (SaaS)-based workforce management platform, is now offering enterprise-level applications to the small and medium business (SMB) market through a network of service providers.
2/11/2013 - I've written before about the benefits of workforce management (WFM) software, as well as the benefits of the cloud. So it's only natural that using the two of them together would mean the benefits would be doubled. A cloud-based WFM solution provides the highest return on investment, and provides control and efficiency to call centers, resulting in great cost savings and improved workflow.
2/5/2013 - Call centers can make or break the customer experience. So what can make or break a call center? Workforce management, of course. A good WFM solution can ensure that employees are always working at times convenient to them without the center being understaffed, and ensure that everything is running smoothly.
2/4/2013 - While you may be struggling to keep up with your own New Year's resolutions (they seem so distant now, and you may be at the point where you'll scream if you see another salad and protein shake), what about your business resolutions? While those may not be much easier to stick with, at least they don't involve climbing on a treadmill.
1/28/2013 - Scheduling for anticipated volume in the call center is one of the tasks the call center manager cannot escape, yet it is also one of those tasks that can be the most daunting. The process often demands that the manager accurately anticipate call volumes; schedule for breaks, vacations and trainings; make changes according to agent requests; anticipate the types of calls versus the available skill level of the agent base; and more. If all of this is done through manual processes, the manager may not have any time left to actually manage.
TOA Technologies' ETADirect Receives Industry Accolade for Helping Advance Europe's Ambitious Smart Meter Initiative
1/28/2013 - Smart meters can go a long way to prevent energy wastage at residential and commercial buildings. But, not every property owner is willing to let a utility company install smart meters at their places. They are often concerned that the new technology might interfere with their privacy. Also, they are often skeptical about the economic potentials of smart mete installations. This typical mindset of the consumers, coupled with technical complexities relating to large scale deployments, make life harder for field service personnel and negatively affects the companies' overall smart meter initiatives.
1/24/2013 - Companies with mobile workforces have found that mobile workforce management solutions add critical support to business strategies, and the growth of cloud-based solutions act as an alternative to traditional on-premises deployment. So, combining these through cloud-based mobile workforce management may be highly effective for your business.
1/22/2013 - There are some who worry about investing in workforce management software. They might wonder, "Does it provide enough benefits to compensate for its cost?" Well, the answer is a resounding "Yes," with an added note that the costs really aren't as bad as one might suspect.
1/14/2013 - Verint Systems is a provider of enterprise intelligence solutions like scheduling and workforce optimization software. The company is well known for its portfolio of Enterprise Intelligence Solutions and Security Intelligence Solutions that help organizations capture and analyze complex and underused information sources to make timely, effective decisions.
1/14/2013 - Managing the workforce inside the customer service center is a challenge that many managers would rather set aside. Proper forecasting for anticipated volumes, scheduling according to the availability and needs of the agent and accounting for all breaks, training and time off is a juggling act. One wrong move and the whole thing can come crashing down.
1/11/2013 - Empower Software Solutions, a provider of workforce management solutions, has announced the appointment Joe Olson to the position of executive vice president and general manager of Enterprise Workforce Management.
1/10/2013 - Reflexis provides workforce management/task execution solutions that enable retailers to align store labor/activities to corporate goals and institutionalize best-practice response to real-time metrics. Recently, the company unveiled that Amadeus, a caterer services in the U.K., has successfully implemented Reflexis Time and Attendance.
1/2/2013 - The enhanced NOVAtime 4000 Time and Attendance/Workforce Management solution is now supporting an Automated Time Distribution feature. NOVAtime Technology specializes in providing Workforce Management solutions for enterprise organizations. Its enhanced solution enables businesses to easily manage labor hours and charge back or project billing based on pre-configured distribution rules.
12/27/2012 - Verint Systems, a provider of Actionable Intelligence solutions and value-added services for call center scheduling, has upgraded its Impact 360 Workforce Optimization suite, offering advanced analytical tools along with software unification through alerts and notifications, to meet the growing demands faced by today's enterprises.
12/27/2012 - The workforce within the customer service division of a company is the most important asset as these individuals manage channels, drive customer interactions and are often responsible for customer satisfaction. If the workforce is not optimized however, they can also be the biggest liability. As a result, the demand for workforce management continues to grow and companies like Monet Software are reaping the benefits.
12/19/2012 - In contact center environments, it can be a challenge to identify the cause of issues quickly, especially those issues that result in decreased performance across agents. The thousands of transactions that occur every day, as well as the numerous staff members in the enterprise need to know how to manage information effectively and get it to the right person at the right time.
12/18/2012 - These days, workforce management software offers call centers actionable intelligence in preparing staff levels on a daily basis. Generally, workforce management suites are used in place of spreadsheet style scheduling and can offer a more detailed and comprehensive look at your staffing expectations for any given day.
12/12/2012 - The cloud is a hot topic these days, leaving many IT decision makers wondering whether the benefits are really worth the transition or if on-premises deployments are still the reliable route. The consistently increasing number of cloud deployments in everything from data backup to workforce management shows the advantages must be more than just hype.
12/10/2012 - Call Forecasting Stimulation Makes Workforce Management Efficient During the Holidays Whether you run a call center in a small business or an enterprise, call volume fluctuates at different times of the year, prompting business processes to get complicated. Specifically, during the holidays when call volume grows, you must schedule agents properly in order for your call center to run efficiently. In an era where technology is constantly evolving and improving, why not invest in workforce management (WFM) software to better delegate agent tasks and stay on top of call center processes?
12/10/2012 - New technology brings much promise for workforce management, whether the cloud, mobility, collaboration technologies or Facebook. But, companies are only interested in new workforce technology as much as it improves productivity, consistent results and collects scattered information. Those are some of the findings of Ventana Research, which recently conducted a study about next-generation workforce management.
12/6/2012 - CliIntel, a company specializing in data analytics solutions, has recently signed an agreement with workforce management solutions provider ARRIS Group to provide process optimization solutions for ARRIS WorkAssure workforce management platform.
12/3/2012 - Increasingly, a call center is less about a physical location and more about a concept. Many companies are finding values with distributed call center models, building a solid customer support entity from agents located in various locations around the country or around the world, with home-based agents and overflow facilities pitching in to create the best possible call center configuration.
11/29/2012 - Businesses come in all shapes and sizes. Some operate in diversified areas, while others operate in miniature geographical areas. These factors all contribute to the need for workforce management software. To cope up with varied strategies, objectives and situations, managers implement various workforce management solutions, which provide control of and access to information in a short time, resulting in improved customer service.
11/26/2012 - ADP, a provider of workforce management solutions, has achieved a significant milestone. The company has won more than 1,000 clients for ADP Workforce Now Comprehensive Services.
11/20/2012 - Flowfinity software has streamlined workforce management for Cinematronix, the largest provider of cinema equipment and services in Canada. Cinematronix was searching for a solution that could help it to manage, invoice, and track the activities of field technicians for their business volumes. So, the company decided to implement software from Flowfinity Wireless, a provider of enterprise mobile applications.
11/15/2012 - These days, mobile workforce management software has moved far beyond dispatching and field updates, and now requires everyone in the workforce to complete work directly from the field.
11/12/2012 - As we enter the post-PC era, the rapid adoption of tablets by consumers is reshaping the computer hardware and software industry. This "consumerization" is sweeping over the enterprise causing mobile technology to have a positive impact on workforce management (WFM).
11/7/2012 - Unless your call center consists of one person, you must manage your organizational goals through a workforce of employees. If that workforce is not managed and scheduled properly in order to be productive, the efficiency of goal-achievement suffers and costs go up.
11/6/2012 - A focus in customer service has long been meeting customers where they are, whether that means physically arriving in their building or understanding their current problem. Today, employees are becoming even more mobile. Sales professionals are no longer the only ones able to pound the pavement to achieve common goals. To embrace an increasingly mobile employee base, businesses may need to consider the benefits of workforce management.
10/31/2012 - Today, workforce optimization (WFO) helps companies improve the efficiency and effectiveness of customer interactions by capturing those interactions across all channels, analyzing to reveal insights and taking action to impact customer experience.
10/29/2012 - Contact centers are rather busy places. These facilities are the hub of client and customer contact, and rely on various mediums to reach out to said customers, from voice to e-mail, and nowadays, socially online. Encompassing all the activities needed to maintain a well-oiled machine takes not only great management and reliable workforce, it needs a hardworking workforce management solution to ensure all of the above is working.
10/25/2012 - Many organizations today underestimate the inter-departmental impact back-office functions have on customer service. Work performed across back-office departments can be even more complex than in traditional contact centers.
10/22/2012 - TOA Technologies, a provider of mobile workforce management solutions, announced that Cablemas, part of the Televisa family of companies, has chosen TOA Technologies' ETAdirect to help transform its field service operations across Mexico and redefine its customer experience.
10/18/2012 - Kronos, a provider of global workforce management solutions, has been selected by American HealthCare to monitor and manage its workforce and reduce unnecessary labor spend.
10/17/2012 - Over the years, personnel has evolved into human resources, which is now known as human capital management, but one thing has remained constant: it's all about the management of the workforce.
10/17/2012 - TOA Technologies, a provider of mobile workforce management solutions, announced that GVT, one of the fastest growing telecommunications providers in Brazil, has selected its ETAdirect mobile workforce management solution.
10/11/2012 - Running a business is full of processes. Whether it's a small business or an enterprise, processes can get rather complicated when there are a lot of employees to manage. In an era where technology is your friend, it makes sense for any business to invest in workforce management software to better delegate tasks and stay on top of those processes.
10/1/2012 - For all the advancements of technology, a call center is still defined by the people working it. Helping call center agents perform at their best and give quality customer service, however, is a job for technology. This is where call center workforce optimization software comes into play.
10/1/2012 - Mobile workforce management (MWM) solutions provider Xora has been recently recognized with the 2012 North American Frost & Sullivan Award for Market Share Leadership. The market for mobile workforce management is challenging and highly fragmented, so this recognition is highly rewarding for Xora. What's more significant is that Xora's close competitors lag well behind with less than half of Xora's share.
9/26/2012 - Notable Solutions recently introduced a new productivity app which allows the mobile workforce of an organization to easily access business processes over their smartphone and tablet devices. Leveraging the NSi Mobile app, users will now be able to use the powerful NSi AutoStore solution which has been designed to support mobile document and photo capture, secure processing of electronic forms, secure access to files in the user's home directory, and secure print-on-demand options.
9/24/2012 - If you haven't yet purchased hosted or cloud-based workforce management software, odds are you're considering it. Well, before you rush off and select the first software boasting cloud services, be sure to take a minute and consider everything you need. Don't know what that is? Don't worry, that's what we're here for. Here's some helpful tips from Monet Software for when you buy hosted or cloud-based workforce management software.
9/17/2012 - These days, workforce management (WFM) software is maturing beyond time clocks to incorporate mobile access for improved labor productivity. This WFM technology shift is creating a class of cloud and mobility-based vendors as it threatens the outdated "back office" leaders.
9/17/2012 - It seems these days that everything is going to the cloud, albeit for a good reason. The latest software to reach it is an integrated combination of VoIP call center recording software and workforce management (WFM), a workforce optimization solution that can boost the performance and efficiency of call centers.
9/12/2012 - Customer contact, workforce optimization and Microsoft platform solutions provider Aspect Software recently launched a completely customizable mobile app built for supervisors and managers in call centers. The application is called the Aspect Workforce Mobile solution.
9/10/2012 - New York City-based MidOil USA is supporting the future global expansion plans for human resource management software company HemiPhon. HemiPhon has received a $US45 million financing commitment from MidOil USA and plans to open an office in NYC to further assist in the MidOil USA financing activities.
9/10/2012 - We do a lot of talking about how collaboration tools, business management tools, and so on can help a business. However, talking about what they can do and actually seeing results are two different things. As the tools become better known, and their benefits more clear, more companies begin buying them and integrating them into their product suites, resulting in clear changes in how people and businesses work.
9/7/2012 - NBN Co, a government-owned corporation engaged in designing, building and operating Australia's National Broadband Network, has invested in a workforce optimization solution from Quintiq. The investment is expected to enable NBN Co to better manage the activities and costs of its internal workforce.
9/5/2012 - TOA Technologies, a provider of cloud-based mobile workforce management applications, announced the launch of ETAworkforce, an advanced suite of apps designed to optimize field service and maximize customer experience.
8/27/2012 - Workforce management solutions provider, WorkForce Software, has experienced strong revenue growth during the second quarter of the year. The company added several large clients during this quarter, opened a new office, hosted a highly successful user conference and released the latest iteration of its EmpCenter Suite.
8/27/2012 - RedPrairie Corporation, a supply chain, workforce, and all-channel retail solutions, announced it has just acquired Vortex Connect, a provider of mobile workforce management solutions that strengthen business-to-employee (B2E) communications and operations.
8/20/2012 - If you run or manage a call center, it's probable that you spend most of your professional life chasing several goals: keeping costs down, meeting service levels, keeping customer loyalty high and reducing expensive agent turnover. While there's no one magic bullet solution to accomplish all these tasks, a high quality call recording solutions comes close, and can certainly address each goal.
8/20/2012 - Compeat Restaurant Management Systems is revolutionizing restaurant labor management with the release of a complete labor management solution called Compeat Workforce. This complete labor management solution delivers time and attendance, forecasting, and labor scheduling to the restaurant. In addition, it also offers a portal for the restaurant staff called myWorkforce.
8/16/2012 - Workforce management software offers call centers actionable intelligent in preparing staff levels on a daily basis. Generally Workforce Management suites are used instead of standard spreadsheet style scheduling and can offer a more detailed and comprehensive look at your staffing expectations for a given day. By efficiently managing your workforce you can curb issues like shrinkage, over staffing and schedule adherence all of major concern in the call center, where staffing is usually the number one cost associated with the operation.
8/15/2012 - Over the years, more and more workforce management (WFM) offerings have become available than ever before, and they vary in complexity, ease of use, functionality and accuracy. Contact centers of every size can now find a WFM package that meets their needs, helping to improve call center management and scheduling.
8/15/2012 - If you run a call center, you'll know the challenges are many. High turnover is one of the biggest challenges - a majority of a call center's budget is chewed up by turnover, which requires constant recruiting, hiring and training efforts. Meeting clients' agreed upon service level requirements is another. Even seemingly small headaches like keeping agents in working headsets can add up to big headaches.
8/13/2012 - Verizon has updated its Field Force Manager and Fleet Control solutions to provide more efficiency and productivity for mobile workers. These new enhancement in the product will enable to access and share critical data about the business efficiently. The company has included enhancements that offer better location management, cloud services and tablet-based solutions to meet the challenges in operating fleets.
8/13/2012 - Regina Transit, a public transportation agency operated by the city of Regina is trying to improve its business processes and back end operations. To meet this need, Regina Transit of Saskatchewan has selected Trapeze to enable Regina's employees to have the opportunity to utilize additional Trapeze software for its workforce management.
8/7/2012 - Kronos, a provider of workforce management solutions including time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics, announced that Genpact, a provider of business process and technology management solutions, has selected Kronos solutions to drive efficiencies at the workplace and control costs.
8/7/2012 - When it comes to call center solutions, it's often true that the power of an integrated solution is greater than the sum of its parts. This is particularly true when it comes to combining call recording with workforce management, which together result in the kind of workforce optimization solution that combines the convenience, efficiency and cost-saving benefits of both solutions in one unified software package, boosting a company's productivity, creating efficiencies and saving money.
8/1/2012 - In order to meet a business's goals, enterprises must rely on workforce management software because without the right tools in place to identify and correct weaknesses, customer interactions will definitely suffer.
8/1/2012 - Today's online businesses have no shortage of customer data: chat transcripts, e-mails, call recordings, CRM notes, Web analytics, survey data and social media including blogs, Facebook and Twitter. Despite the extraordinary amount of data available, translating this information into holistic, accurate, and actionable insights eludes most organizations.
7/30/2012 - DCR Workforce has made the list of "July 2012 Top 100 Human Resources Experts to Follow on Twitter." This ranking was conducted by Evan Carmichael, a well known authority on new business development and entrepreneurship.
7/23/2012 - An unscheduled 10-minute break during a typical eight-hour call center shift doesn't sound costly, but financial implications grow a lot worse when multiplied by an entire call center team and viewed over time. Just 10 minutes of wasted agent time per day translates into 43.3 hours of lost time per agent per year. For a typical agent earning roughly $20 per hour, that's roughly $866 of lost time. Multiplied by a staff of 300, however, and that number becomes a $259,000 financial loss per year when agents waste 10 minutes per day.
7/23/2012 - For those businesses that have call centers in the first place, it seldom takes long to discover that the call center is much, much more important than may have been realized up front. This is the front line of business communications, and the place where customers get their problems handled. The quality with which those problems are handled determines how much of customer perception ends up formed, so optimizing the call center workforce is a step that no business--at least, no business with a call center--can easily afford to ignore.
7/19/2012 - In contact centers these days, workforce management and optimization is key. Contact centers must have the right software to analyze call data in order to maintain quality and accuracy, which contribute to an efficient contact center environment.
7/17/2012 - ViryaNet has delivered its mobile workforce management solution to a telecommunications provider in Ecuador.
7/10/2012 - DMG Consulting has recognized NICE as the global market leader in the contact center workforce management (WFM) market.
7/9/2012 - If you think about the most expensive part of running a call center, you'll find that labor costs are at the top. This is true across all call centers. By some estimates, labor accounts for 70 percent of labor costs in most call centers. Given the high turnover in the average call center, this makes the costs of recruiting, hiring, training and compensating agents even higher. Logically, this means that any technology that can keep labor costs down - by making sure you have only as many agents as you need - will pay for themselves. Workforce management, therefore, is one of the most critical, cost-containing technologies in the call center.
7/3/2012 - Global communications technology company ARRIS Group announced it has integrated the workforce management solution, WorkAssure system, with SkyCreek's automated multichannel customer contact technologies.
7/2/2012 - In the utilities sector, a major challenge of local governments and service providers is that they have to manage an offsite workforce who works on a high volume of projects that take a short time to complete.
6/25/2012 - RedPrairie has delivered a workforce management solution (WFM) to South African retailer Woolworths South Africa. The solution will improve the in-store customer experience for Woolworth that aims to deliver high quality products to consumers at affordable prices.
6/25/2012 - WorkForce Software is helping customers to further improve business alignment by highlighting the latest iteration of its award-winning EmpCenter workforce management suite at the SuccessFactors' SuccessConnect event in London, England.
6/19/2012 - When it comes to saving money in a call center, sometimes a simple change in workforce management solutions can make a huge difference. Using the right workforce management software can help prevent over scheduling and cut down on overtime, often resulting in cost savings as high as 10 percent. One company that is trying to spread the word about these savings opportunities - and spread it far beyond it home country of Sweden - is XLScheduler.
6/18/2012 - Kronos Incorporated, a provider of workforce management solutions has expanded its portfolio with the introduction of a new suite of cloud-based workforce management solutions for the SMBs.
6/18/2012 - Workforce management provider Xora has been selected by West Coast Arborists (WCA), which has been providing urban forestry-management services to municipalities for more than 20 years, to supply workforce management solution for its team of 600 mobile workers.
6/18/2012 - Abaqus, a provider of cloud-based location and messaging platform for workforce management and asset management, announced partnership with 1Shop Wireless, a master agent for T-Mobile USA, to develop cloud-based myGeoTracking mobile workforce management service for T-Mobile customers.
6/14/2012 - IFS, a public company that develops, supplies, and implements IFS Applications, a component-based extended ERP suite built on SOA technology, announced it is expanding its solutions as part of its strategy to become the market leader in mobile workforce management solutions for the service management industry.
6/11/2012 - As Facebook is finding out recently, there are indeed drawbacks to being a publically held company. In fact, after speaking with Bob Webb, vice president of sales at Pipkins, I am starting to see that being a private company has its own advantages as well.
6/6/2012 - ClearPath Workforce Management, in association with Scherer Smith & Kenny, has recently organized a webinar on labor and employment laws and the practical means for correctly classifying workers as well as the increasingly aggressive state and federal agencies who are conducting unprecedented numbers of employer audits.
6/5/2012 - Croma, the electronics Megastore of Tata Enterprise has signed an agreement with Kronos, a company specializing in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity.
6/4/2012 - In order to meet the goals of a call center, enterprises must rely on workforce management because without proper workforce management tools to identify and correct weaknesses in the call center, agent approach to interactions business could be lost. TimeLink, a premier provider of enterprise workforce management and data collection hardware solutions will be participating in the Oracle HCM Users Group (OHUG) 2012 Global Conference from June 18-22, in Las Vegas.
5/30/2012 - Entity Solutions, Australia's leading professional engagement services organization, announced the launch of a Managed Vendor Service (MVS) that provides Australian businesses with a post-recruitment contract workforce management solution.
5/29/2012 - The customer service levels experienced by your customer base are highly dependent upon the quality assurance measures that exist within your call center. Without proper workforce management tools to identify and correct weaknesses in the agent approach to interactions business could be lost.
5/29/2012 - IFS, a global enterprise applications company that provides workforce management services, has signed an agreement with the owners of Metrix LLC to purchase 100 percent of the membership interests. The acquisition will further strengthen IFS's market position in the high-growth global Mobility & Service Management application market.
5/23/2012 - TOA Technologies has released, ETAdirect Smart Collaboration, which is a mobile workforce management solution with integrations of next-generation technology to allow for the solution to connect to even more people.
5/21/2012 - The 2012 Annual General Meeting of ClickSoftware Technologies shareholders will be held on June 28 in Israel. All shareholders of record at the close of business on May 21 will receive notice of, and can vote at, the AGM and any adjournment thereof.
5/21/2012 - Kronos is extending its distribution network in the Gulf Cooperation Council (GCC) with a special emphasis on the Arab states of Oman and Qatar. The company has signed reseller agreement with healthcare sector solutions and services provider OCSHI to this end.
5/21/2012 - What do people, processes and systems all have in common? A lot if they're housed together within the call center. Each of these things needs to work together in fine alignment if the call center hopes to meet its goals and objectives. This alignment often relies on workforce management.
5/17/2012 - TOA Technologies, a provider of cloud-based mobile workforce management applications for large and medium-sized enterprises, revealed that its ETAdirect 4.2 is now certified for integration with SAP applications.
5/16/2012 - These days, global provider of Workforce Optimization (WFO) solutions Monet Software is seeing major trends in the call center industry based on market needs and new emerging technologies. The Internet has become critical for businesses to successfully manage business operations and agents are monitoring social media channels to connect with customers and prospects.
5/15/2012 - Workforce management (WFM) software is maturing beyond time clocks to incorporate mobile access for improved labor productivity, a new study from Nucleus Research shows. The WFM technology shift is creating a class of cloud and mobility-based vendors as it threatens the outdated "back office" leaders. All of the applications that the Nucleus study evaluated now have messaging features that allow users to respond quickly to conditions.
5/14/2012 - Knowlagent has identified the biggest challenges and opportunities workforce managers face concerning contact center productivity through a survey it conducted of nearly 400 workforce managers and workforce management team members.
5/9/2012 - Workforce management solutions provider WorkForce Software recently linked with EmployTouch to bring workforce management to tablets. EmployTouch is the brain behind TouchBase, a tablet solution for labor-related data collection. What this partnership means is bringing workforce management to the tablet user with all of the bells and whistles that are present in its desktop counterpart: accurate labor data collection and greater compliance with labor regulations.
5/7/2012 - Monet Software's call recording software helps businesses capture voice conversations with their customers. Combined with call center workforce management, call recording makes it efficient for call centers to optimize operational efficiencies, employee satisfaction, and the customer experience. A recent Monet blog post highlights the benefits of call recording software combined with workforce management. The combination offers improved service quality, personalized training, increased revenues and profits, ensured compliance, and improved customer satisfaction.
4/30/2012 - Kronos provides workforce management solutions that enable organizations to effectively manage their workforce and improve efficiencies. Recently the company said its workforce management solution has been selected by Carteret General Hospital.
4/30/2012 - MoCo Software Solutions, a company established in 1985 as a mobile phone solutions company, is offering Signature Capture in their Mobilize mobile workforce management system. The feature helps in improving service level and reducing costs.
4/25/2012 - ReportTime, LLC has released the launch of the ReportTime time and attendance workforce management solution, a fully integrated labor management and scheduling application. ReportTime is a new software-as-a-service (SaaS) solution for workforce management, and a fully integrated labor management and scheduling application.
4/23/2012 - Workforce management and analytics solutions help HR organizations make fact-based decisions about their employee-related investments. In this harsh economic condition, the analytic insight enables companies to react immediately to changing business strategies and adopt a more proactive approach to optimize their workforce strategies
4/16/2012 - The SHRM/Globoforce semi-annual survey examines the current state of HR leaders' employee engagement and recognition practices and their impact on performance management. The survey reveals that employee engagement is still the number one priority among HR professionals, and it uncovers a connection between recognition programs and engagement and retention levels.
4/16/2012 - Monet Software, Inc., a provider of cloud-based Workforce Optimization, recently unveiled the availability of Monet Record and Monet Quality, expanding its offering to a unified Workforce Optimization (WFO) suite. Call centers can now efficiently automate workforce management, call recording and quality management with one affordable solution, resulting in better utilization of resources, better cost management, increased compliance, and improved service levels.
4/12/2012 - Private retail technology company specializing in workforce management Natural Insight has shared an update on corporate performance that reflects record results in operational areas through the Q1 2011. Tens of thousands of workers used Natural Insight to schedule, track and report on over a million job assignments in more than 70,000 North American retail locations. Natural Light's results reflect a record 61 percent rise in activity over Q1.
4/10/2012 - An operator of more than 400 convenience stores, travel plazas, and restaurants in southeastern U.S., WilcoHess recently selected a workforce management solution from Kronos Incorporated, provider of workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Kronos will enable the services chain to further enhance customer and employee satisfaction.
4/4/2012 - Syclo, a provider of mobile solutions for workforce automation and management, revealed today that the large European utility TMVW implemented its SMART Work Manager application to streamline field operations.
4/2/2012 - Calabrio, a company specializing in enterprise recording and contact center workforce optimization software, expanded its relation with Cisco by becoming a part of the Cisco SolutionsPlus program for Cisco MediaSense.
3/27/2012 - The goal of workforce management is to create a more productive work environment through the planning, management tracking and analysis of agent performance, forecasting, scheduling and adherence. The ongoing goal of every call center management team is higher service levels, favorable customer interaction, and more efficient services and profitable sales. Call recording software combined with workforce management are essential tools in these efforts.
3/26/2012 - Workforce management has become integral to improve employee efficiency and overall productivity of the business. Nowadays there is a growing trend among vendors to engage in industry partnerships to deliver innovative workforce management solutions.
3/19/2012 - You know you need to focus on call center scheduling to keep all channels manned at all times. But is it enough to simply provide the right number of agents at the right time? Wouldn't you prefer to provide the right number of agents with the right skills manning the right channels to ensure quality customer care and optimized productivity? If so, workforce management is a great focus.
3/19/2012 - Workforce management becomes critical for businesses during trying times like the ongoing recession. The need for an effective workforce management has forced many enterprises to adopt effective workforce optimization (WFO) strategies that improve employee efficiency and overall productivity of the business.
Workforce Management: Personal Cloud to Replace the Personal Computer as the Center of Users' Digital Lives
3/13/2012 - The reign of the personal computer as the sole corporate access device is coming to a close, and by 2014, the personal cloud will soon replace the personal computer, according to Gartner, Inc. Gartner analysts said the personal cloud will begin a new era that will enable new levels of user productivity. However, it enterprises will need to rethink how they deliver applications and services to users.
3/13/2012 - Every call center has different needs depending on size, structure, industry, type of calls and many other factors. In its recent blog post, Monet Software shares some guidelines and key questions you should consider when selecting workforce scheduling software for your call center.
3/12/2012 - Two leaders in workflow management solutions industry, ScheduleSoft and Empower Software have come together in a strategic partnership. The partnership is expected to deliver the industry's most comprehensive suite of workforce management solutions featuring most flexible and robust workforce management applications, tools and features available in the marketplace.
3/6/2012 - The Workforce Management Online Certification Program, developed by HR.com's Institute for Human Resources (IHR), has just completed its first year of offering specialized HR education for workforce management. The program granted more than 3,900 credits to attendees since launching in February 2011. With 72 webcast sessions majoring in workforce management topics offered this past year, the IHR accreditation requirement of 60 credits is within reach through live viewing and archives. The next virtual workforce management conference registration is open and will be held this week, followed by events in June and September.
3/6/2012 - ClickSoftware Technologies Ltd., a global provider of automated mobile workforce management and optimization solutions for the service industry, unveiled it is attending Field Service Latin America taking place in São Paulo, Brazil March 6 - 8, in hopes to strengthen its presence in Latin America. In 2011, ClickSoftware established a sales presence in Latin American and is collaborating with global partners such as Accenture and SAP in order to leverage years of joint experience to help organizations navigate the challenges of running a service business in the region with the use of workforce management solutions.
2/29/2012 - Noble Systems Corporation, a provider of unified contact center technology solutions, conducted a survey to assess the extent and nature of prevailing Workforce Management (WFM) software solutions and found that those in vogue were outdated.
2/28/2012 - Apple has almost grown to become the most powerful company in the world as more and more people begin to share music and photos across Apple gadgets and additional information in even more places with iCloud. There may be an overwhelming amount of information being shared through the cloud and between Apple products, but iCloud has a positive impact on workforce management within businesses worldwide.
2/27/2012 - Whether companies are already computing in cloud environments, planning to do so, or thinking about how those systems will be kept secure as part of workforce management, cloud security will be a popular topic at the third annual Cloud Security Alliance (CSA) summit held at the RSA Conference. Over the past year, there has been an increase in cloud security awareness and bring cloud security into workforce management. According to a computerworld.com article, the CSA announced its latest initiatives such as examining ways to better secure mobile devices through cloud computing, looking at ways to drive more security innovation, and a push into the Asia-Pacific region.
2/22/2012 - SAP and SuccessFactors, a SAP company, today unveiled their unified product direction for human capital management (HCM) solutions. The companies will provide solutions to the biggest challenges of workforce management that business leaders around the world face such as managing their talent, enhancing performance and creating results. HCM is gaining focus in the market as companies realize that improving workforce management is critical to a successful business. To benefit customers, the two companies are combining SuccessFactors Business Execution (BizX) Suite with SAP solutions to provide the most innovative HCM offerings.
2/16/2012 - With all the hype surrounding the cloud, many a purchasing manager or IT decision maker is left wondering whether the benefits truly deliver or if on-premise deployments are still the reliable route. The consistently increasing number of cloud deployments in everything from data backup to workforce management demonstrates the benefits must be more than just hype.
2/8/2012 - Management of the workforce - a required task within the call center that leaders may or may not want to tackle. Regardless of the products or services supported through the call center, forecasting, scheduling and adherence are all critical elements of focus. To ease this process, a number of companies implement workforce management solutions.
2/3/2012 - As a call center manager, you spend most of your time coaching agents, monitoring calls, checking performance levels and reporting on key performance indicators. With so much to do, you rarely have time for forecasting and scheduling activities. In an ideal world, you should be able to build out your schedule on a spreadsheet and expect smooth operations. In reality, you need workforce management.
1/24/2012 - The call center is constantly responsible for balancing cost with service. Catering to customer demand is no longer enough; the call center today must be able to drive loyalty, identify upsell and cross-sell opportunities and deliver on multichannel performance expectations. To meet these lofty goals, a robust workforce management solution should be in place.
1/18/2012 - As a leader in your call center, you already know you need a workforce management solution to ensure the success of your operation. Now, you must decide if it's best to implement an in-house solution, or follow the movement to the cloud.
1/13/2012 - If you run or manage a call center, you'll know that there are no shortage of challenges, and these challenges would appear to keep multiplying with each year that passes and each new trend comes along. Yet, at the heart of the call center is one overriding rule: provide the best possible customer service to your customers, while spending the least amount of money.
1/12/2012 - We all know the disappointment of getting a bad gift around the holidays. Whether it's another snowman sweater from grandma, or the annual fruitcake brick from Uncle Bob, nothing makes you want to clarify your holiday wish list like a "meh" present.
1/5/2012 - In the call center space, traditional techniques demanded a clear dependency on the spreadsheet to capture information, schedule call activities, develop a forecast and schedule agents according to need and availability. A quick glance at the items just listed suggests a challenging balancing act as spreadsheets still demand a manual approach to processes that leaves too much room for error. Such a situation demands the implementation of a robust workforce management solution.
12/28/2011 - Meeting staffing goals within the call center is nothing short of a challenge. Not only do you need to be sure you have the right agents with the right skills scheduled at the right time, you also have to account for breaks, coaching and anticipated call volumes. Without a robust workforce management solution in place, this challenge could drive your costs too high.
12/22/2011 - Have you measured the cost to your call center when agents are not in their seats and talking on the phone according to your schedule? Have you struggled to determine the best way to forecast for upcoming call volumes to ensure proper scheduling?
12/21/2011 - In an attempt to support its growth in the coming year, ThingWorx, a connected application platform, has announced an expansion of its staff in multiple areas including sales, customer relation and product development.
12/12/2011 - Bringing insightful analytics to organizational management and transparency into the performance of the digital workforce is what E22 Alloy, a Southern California software company, claims to do well. It has launched Alloy - the 'Workforce Telemetry' to help bring objectivity to the art and science of organizational management.
12/12/2011 - The solution to contact center agent shrinkage is rather easy: Wash them in cold water. (Rimshot)
12/1/2011 - The environment within the contact center is both exciting and intimidating at the same time. Contact center managers juggle a variety of elements to create an effective schedule of multiple agents with varying degrees of skill and experience. At the same time, they conduct complicated analytics to project volume and anticipate peaks and valleys to schedule according to need. This complicated dance is one easily streamlined with a proven workforce management solution.
11/23/2011 - The talk surrounding Apple and the telecommunications industry since June has been the former's announcement of the iCloud. This innovation in cloud computing will help take us to the next level whether we're integrating a device, scaling to unlimited storage or setting up a new call center. It also offers innovation in workforce management as we explore the benefits of this platform in the cloud.
11/17/2011 - The average call center has a significant list of things to accomplish on any given day. Even with a large and skilled team of agents, the workload can seem overwhelming. With the right call center scheduling in place, however, many of the necessary tasks that must be completed can be scheduled according to availability and call volume, taking the pressure off the agent and his or her supervisor.
11/17/2011 - You've likely heard all the benefits a workforce management software platform can deliver within your contact center environment, but how can you be sure you can get a strong return on investment (ROI) from the platform you select? Fortunately, there are some key drivers to help you with the process.
11/10/2011 - With all the technological innovations emerging in the call center space to streamline interactions and keep costs down, one challenge that continues to plague the call center manager is fluctuations in call volumes throughout the day. These leaders must be able to update the forecast, create a new schedule and staff according to projections that are sometimes no better than the best guess. Workforce management solutions can make a difference, when used correctly.
Research Firm States More Organizations Including Call Centers are Implementing Workforce Management Solutions
11/8/2011 - Today, Nucleus Research, a provider of investigative, case-based technology research and advisory services released the updated Technology Value Matrix for Workforce Management (WFM), revealing that organizations such as call centers are increasingly veering towards utilizing WFM applications to cut labor costs.
11/3/2011 - Workforce management is a popular implementation in the call center to help streamline forecasting and scheduling activities. Without a clear understanding of how different models can impact implementation, cost, usage and success of the workforce management solution within your specific organization, however, you might find yourself struggling to provide a rapid return on investment (ROI).
10/28/2011 - If your boss has recently asked you to relocate to another country for your job, you probably don't know how to feel. You might be honored that your boss has chosen you to go abroad. And you might be pretty nervous about everything involved in actually moving, particularly if you will be moving your family with you. If you do accept the job in another country, you're probably going to wonder about quite a few different things, including cultural differences, the cost of living, housing, and how you're going to get all of your belongings from one country to another.
10/17/2011 - If you have any amount of experience in the call center space, then you've realized that without a proper workforce management solution, it is nearly impossible to properly staff your operation. You are left unprepared to deal with call volume fluctuations on a day-to-day basis, nevermind throughout the year, and you end up wasting time and money with improperly balanced staff.
10/14/2011 - When you admit that things seldom go as planned, even with the best contact center workforce management software, it's not being negative, it's being honest.
10/6/2011 - Mindjet, a provider of collaborative work management solutions, announced the release of Mindjet MindManager 2012 Professional for Windows, the latest version of its visual information software. The MindManager 2012 is designed "for today's professionals who need to spark ideas and collaborate with their teams for more productive outcomes," company officials said. It is enhanced with real-time co-editing, enhanced information maps and new desktop interface.
10/3/2011 - Workforce management in the call center space is always a challenge, and since staffing is generally the largest overhead a company will face, it's mission critical to any operation. But if you're new to the contact center space, or have run out of ideas on how to effectively manage your workforce, then you're going to need some help. Fortunately workforce management software provider Monet, is willing to offer its encyclopedia knowledge on the topic, and is incorporating social media to bring the conversation to a wider audience.
9/23/2011 - The movement toward the Social Enterprise is set to be led by salesforce.com. The company announced at the Dreamforce conference that this next step toward connecting companies and employees with their customers through social technologies will be a key focus for the cloud computing provider.
9/14/2011 - Have you motivated your call center team today? Have you helped to create excitement about a campaign? Are your agents excited about showing up for work every day? If you can't answer to the affirmative on these questions, it may be time to implement workforce management.
9/8/2011 - The channels a contact centers manages have expanded dramatically since the 80's when the telephone was king-adding email, instant messages and SMS along the way. Based on current trends, it's evident that contact centers will be adding another essential channel in the very near future: social media.
9/8/2011 - Monet Software has been posting some good info about call center metrics, how to use them to set goals, what they mean, exactly.
8/24/2011 - The call center of today is very different from the call center of 30 years ago. For starters, companies are more likely to use the term "contact center," since it's not just about calls anymore. But beyond that, call centers of today are seldom a single location, but a collection of disparate locations located all over the state, the country or even the world, all linked to together virtually via distributed technology. They may even involve home-based agents or knowledge workers located in remote offices. And far beyond calls, agents may also be handling chat, e-mail, callbacks and social networking.
8/19/2011 - Contact center managers know that as Murphy's Law would have it, two of the most critical elements in the center--human resources and service levels--that absolutely must be well managed, are the two variables that most easily get out of control.
8/8/2011 - Making assumptions can land you in hot water in any situation. But add some intelligence to what would otherwise be an assumption and you end up with an educated guess, and a much better way to make the decisions that drive your business on a day-to-day basis.
8/4/2011 - If you're looking for a way to make your call center workforce's schedules more flexible to better address fluctuating call volumes, you might want to take a look at something more call centers are doing -- implementing web based communication tools to collaborate between agents and supervisors in almost real-time.
7/28/2011 - The dynamics within the call center make it an exciting and challenging environment. Call center managers are charged with developing accurate forecasts to ensure proper scheduling that will support performance and customer service goals. This delicate balance is a bit easier to achieve when workforce management is in place.
7/28/2011 - Monet Software runs one of the better industry blogs for call centers out there, and now they have a post up about employee motivation.
7/22/2011 - According to a recent post on the Monet Software blog, Workforce management in a call center is "the art and science of having the right number of employees, with the right skills at the right times to meet accurately forecasted volumes of work and to do all that at a predetermined service level and minimized costs."
7/14/2011 - Peoplefluent, a provider of mobile and software-as-a-service (SaaS) suite solutions for Talent Management, Vendor Management and Workforce Compliance and Diversity, announced the launch of Fluency on the Move mobile product line.
7/13/2011 - PayrollManager Express, a full-service payroll provider offering outsourcing services to small to mid-sized businesses throughout North America, has selected ADI Time, a premier vendor of cloud computing time and attendance management software-as-a-service.
7/5/2011 - We've discussed in general terms what workforce management programs are capable of within a business, but the details of workforce management are what make them such a powerful addition to your call center.
6/30/2011 - Getting a handle on periods of inefficiency within a call center is a paramount concern in the industry. Every minute that one of your agents is unavailable to field client concerns translates to loss of not only revenue, but of loyalty.
6/23/2011 - Automated workforce management and optimized solutions provider, ClickSoftware Technologies is celebrating a new customer success. Portugal Telecom, a global telecommunications operator serving nearly 90 million customers throughout the world, has rolled out ClickSoftware's enterprise mobility and field service management solutions.
6/20/2011 - It's rare these days that you find a call center software company that's totally devoted to providing workforce management utilities. Given that just about every major call center software provider provides full suite of customer service software, it's easy to find a jack of all trades without finding an ace of one. Pipkin workforce management is one of those Aces and at this year's Call Center week in Las Vegas TMC had a chance to catch up with the company and discuss some of the features that make their product stand out.
6/17/2011 - Officials of Honeywell have announced the signing of an agreement to acquire EMS Technologies, which sells connectivity tools for mobile networking, rugged mobile computers, and satellite communications.
6/9/2011 - Ultimate Software, a vendor of unified human capital management SaaS products for global businesses, has announced the Spring 2011 release of UltiPro HCM.
6/9/2011 - Have you noticed that call center configurations are increasingly complex, what with multiple locations and time zones, more demanding customer interactions, and new communication channels
6/2/2011 - How motivated is your workforce? It is not enough for your call center agents to know what is expected of them. Yes, there are certain tasks they need to complete and a certain volume of work that you expect from them every day in order to hand them a paycheck at the end of the week. But, are you in business to merely survive or do you want to thrive?
5/31/2011 - For small and medium sized call centers, utilizing workforce management software is often prohibitively expensive. Frequently, this means that call centers are forced to use cheaper alternatives like spreadsheets in their scheduling strategy. While the cost of using spreadsheets may appear at the surface level to be beneficial for call centers, it has become apparent that this outdated and inefficient method is in reality costing you more than you may realize.
5/25/2011 - How do you keep good talent on your team? This is a question for any manager with quality employees. If an individual is good at his or her job, it is not just known within his or her company - the competition likely knows it, too. When things get uncomfortable for that employee or the grass starts to look greener, you might run the risk of losing that great employee. With workforce management in place, however, you will be better equipped to create an environment in which these individuals can thrive.
5/24/2011 - To enhance screening of applicants seeking employment in various industries and regions, SilkRoad Technology, Inc., a provider of talent management solutions, and HireRight, a provider of employment screening solutions, have announced they have formed a strategic alliance in order to provide joint customers with a new pre-integrated solution to help manage employment screening programs more efficiently, as well as make better-informed hiring decisions.
5/17/2011 - The ultimate goal of a workforce management program is to ensure that your call center operation is consistently filled with the best available agents. This directly correlates to the satisfaction of your customers and ultimately the success of your business. Adherence is the frequency with which your agents are coming at the predetermined times they been assigned, and any loss in adherence can severely damage your customer service success.
5/11/2011 - There are a number of different challenges that exist for managers in the call center space. While it may be easy to assume that the biggest challenges relate to the intricate calculations involved in accurate forecasting or the various elements that come into play to determine the best schedule mix, the core challenge may be even bigger. Yes, these tasks are challenging, but they may be surpassed by schedule adherence.
5/10/2011 - Adherence needs to be constantly monitored to ensure the maximum efficiency in your call center operation. Adherence compares the planned activity levels of agents to actual activity levels throughout the day and is directly related to when they're scheduled to arrive and depart on a daily basis.Making sure that your agents adhere to a preset schedule allows them to serve you as effectively as possible. On the other hand lack of adherence causes overworked staff, high occupancy, reduced speed of service, and higher costs due to unproductive agents.
4/27/2011 - The challenge of managing a workforce is of major concern in a business where the absence of one agent can botch the flow of your entire operation. The best way to handle a workforce of varied skill and dependability is with a workforce management software suite. WFM software is fully prepared to do the heavy lifting for you with a number of faculties that would nearly impossible to manage manually.
4/19/2011 - Call center staffing is a challenging task for any call center leader as there are many elements to juggle to present a schedule that adheres to projected call volumes, available skill sets in agents and required service levels. With workforce management software, however, these center leaders can be much better equipped to meet these challenges head on and produce schedules that meet the need and deliver on performance expectations.
4/14/2011 - Companies that rely on call centers to produce revenues, address customer issues and manage all outside interactions place a lot of responsibility on the call center to be able to maintain a high level of customer satisfaction, while also controlling costs.
4/7/2011 - Everyone in a call center management position understands that even though there is a lot of technology involved in running a successful communication operation, it all comes down to staff. By association then, this makes workforce management software the most important piece of software in your call center operation.
4/1/2011 - We know: You want to compare the cloud-based versions of call center software with the on-premise model to see how the different models stack up in terms of cost, implementation, usage and success of the Workforce Management tool in your organization
3/22/2011 - OpenConnect, a major player in business process intelligence and analytics software and services, has unveiled Comprehend 6, business software allowing organizations to measure workforce productivity as work is occurring and ensure workflow is generating maximum profitability.
3/15/2011 - smartKPIs.com has announced that Talent Development, Recruitment and Human Resources (HR) Efficiency and Effectiveness dominate the "Top 25 KPIs of 2010". This report presents KPIs in detail, including the percentage of employee turnover, the management-to-staff ratio, employee brand strength and more.
3/11/2011 - Call center scheduling - it is perhaps one of the most stressful of all the call center manager's tasks, and yet it is also one of the most important. Once an accurate forecast has been determined, the call center manager then has to select the right candidates for the right shifts according to their availability, skill level and knowledge. It can be a complicated dance to determine the best scheduling arrangement to deliver the most value for the call center.
3/3/2011 - Effectively managing the workforce is a tall order in the contact center as many different variables have to align correctly to achieve success. The good news is that companies like Monet Software offer robust solutions designed to capture all the necessary information and produce effective workforce management to create a productive and efficient contact center atmosphere.
2/28/2011 - Workforce management software is quickly becoming a must-have solution for businesses with complex labor needs, including those that employ a large number of workers who get paid on an hourly basis. Buehler Food Markets, a privately-owned retail grocer operating 13 different stores in Ohio, is one of these businesses. Back in 2004, Buehler was utilizing multiple, non-integrated applications to oversee its scheduling and workforce management processes. This time-consuming system resulted in difficulty controlling overtime and trouble comparing an employee's scheduled hours to their actual hours.
2/24/2011 - A recent study from Monet Software compares the cloud-based and the on premise software model, illustrating "how the different models would impact the cost, implementation, usage and success of the Workforce Management solution in your organization."
2/16/2011 - API Healthcare has announced the release of API Healthcare Synergy. This comprehensive, fully integrated single-platform workforce management solution has been designed to meet the unique needs of the healthcare industry. The platform is expected to significantly improve productivity to enable healthcare facilities to deliver more positive patient outcomes, while also remaining cost-effective.
2/11/2011 - Aberdeen Group announced that its Service Management team has published its 2011 report on Field Service 2011: Key Trends in Workforce Management.
2/10/2011 - The WorkForce Management Software Group, Inc., (WFMSG) has sponsored the Society of Workforce Planning Professionals (SWPP) organization.
2/7/2011 - Workforce management solutions provider Valiant announced that it has finalized the acquisition of Payroll Computing Services (PCS), a provider of payroll and consulting services to the hospitality and restaurant industry.
1/25/2011 - Forecasting is essential in call center workforce management space and without a working strategy staffing concerns will quickly crop up. Being able to determine the volume of phone calls and customer inquiries on a particular day or season allows call center managers to efficiently staff. The problem is it's often difficult to account for all variables of any given day.
1/18/2011 - Workforce management software allows supervisors in all industries an increased vision of staff scheduling needs and valuable intelligence to strategize with. Monet's hosted solutions not only offer increased visibility of schedule adherence, they do so from the cloud. This eliminates the need for premise based maintenance and allows software to be continuously and effectively updated.
1/14/2011 - Knowlagent has announced findings from the Contact Center Shrinkage Survey, described by company officials as "a first of its kind for the call center industry."
1/3/2011 - SaaShr.com has added Payrolls Plus, a payroll service bureau based in Florida, to its list of partners.
12/23/2010 - Contact centers are complex, demanding fast-changing environments. Managers must balance the rapidly morphing needs and situations of users: whether customers, prospects, clients, patients, debtors and employees with available staffing, training and technology resources, the budgeted allocations for which keep changing (and are rarely enough). And at the same time comply with ever more complex laws and regulations.
12/22/2010 - New survey by Runzheimer International has cited effective management of remote employees (54 percent) as the biggest concern for executives in workforce managment
12/17/2010 - Supervising your talent is an important aspect of overall workforce management. There are always instances when an agent will eclipse others in both process and training and being able to determine in advanced who you have on your team means you'll be prepared for any scenario. But retaining talented agents is not always easy in the call center space. To that effect Monet Software is offering a few tips on how to keep your top agents happy and just as importantly how to keep them working for you.
12/10/2010 - In managing your workforce there is not more important a stat than adherence. Schedule adherence is how closely your agents are following the work and break schedules you have set for them, even minor deviations from which can result in a net productivity and time loss.
11/30/2010 - See if you agree with this statement: "The overwhelming majority of ongoing call center expense is related to staffing."
11/24/2010 - The fourth annual Virtual Contact Center Conference on Best practices in Workforce Management, Quality Assurance and Performance Management turned out to be a big hit.
11/17/2010 - The newly issued Microsoft Lync 2010 platform has everyone in a tizzy this morning as release after release are coming out about its dazzling new unified communications solutions. The latest to join the ranks of businesses adopting Lync's features is Orange Business Services, a company known as a global integrator of communications solutions for multinational corporations.
11/9/2010 - The literal heart of the contact center is its people, namely the contact center agents. They are the ones who enable the customer relationships and in doing so obtain on their employers' behalf the maximum value from these individuals and organizations. Yet they are the most expensive element: labor represents some 70 percent of operating costs, and meeting their needs accounts for most of the capital expenses.
11/5/2010 - Softletter has recently unveiled its groundbreaking report: The Lead Generation, Management and Conversion to Sales Report for the software industry. The report includes participation of more than 100 senior software industry executives who provided details about their lead generation programs, how they score and qualify leads, conversion rates on turning qualified leads into sales and use of lead and workforce managment systems. These executives belong to companies with products on Software-as-a-Service, on premise/client server, desktop/retail, OEM, and mobile application platforms.
10/26/2010 - Workers across the planet say they are overwhelmed by the volume of work-related information they have to consume and digest, and 62 percent say their work performance is suffering as a result, according to a study of 1,700 white-collar employees in the United States, the United Kingdom, China, Australia and South Africa by LexisNexis.
10/18/2010 - Data accumulated through both structured (transactional data collected in call center and CRM applications) and unstructured sources (such as voice recordings, call notes and other ad hoc interactions) can provide a gateway for individual performance enhancement. This proposition was revealed by Aberdeen Group, a Harte-Hanks in a recent press release.
10/13/2010 - For years, Jason has been an avid exerciser. Running and weight lifting frequent his routine. With such an active exercise regimen, energizing music is definitely required. A few years back, those clunky, skip-prone CD walkmans were the newest craze, but just didn't cut it for exercise!
10/8/2010 - The idea of combining workforce management with police forces may not sound like a common combination, but in reality, it is actually working for law enforcement throughout the UK. In a recent Call Centre Helper report, contact centers and control rooms are turning to workforce management solutions to support law enforcement.
9/30/2010 - Monet AnyWhere is a product company officials aretouting as a tool for "efficient agent and supervisor communication." Because who doesn't want that?
9/23/2010 - According to a recent study work stress for managers is on the rise. According to a survey done by administrative staffing agency OfficeTeam, 30 percent of managers say they are more stressed now than they were a year ago. Only 11 percent felt that their work stress had declined. Twenty-two percent also felt it was likely for their stress to increase over the course of the next year.
9/16/2010 - Workforce optimization (WFO) is hot as it enables contact centers-and increasingly back offices-get more productivity from labor by using these resources that represent some 70 percent of operating costs more efficiently. Resources that depending how they are used can make, or break, customer relationships and sales. In today's economy having the right people at the right time who can meet and better yet exceed customers' expectation are the keys to survival, and success.
9/16/2010 - The Impact 360 Workforce Management software from Verint Witness Actionable Solutions has been implemented by Germany-based travianet GmbH, a premier provider of travel booking and fulfillment services.
9/12/2010 - As anyone in the call center industry will tell you, labor is the single biggest cost facing any call center. That's why, especially in this tight economy, it's become critical for call center managers to account for every minute of every agent's time.
9/4/2010 - Are you still using spreadsheets to schedule your call center agents? Want to learn more about how call center workforce management software can improve your operations?
8/28/2010 - Very often, workforce management software vendors emphasize the value of their products in terms of their ability to increase schedule adherence, reduce shrinkage and improve customer service through the smarter scheduling of agents.
8/21/2010 - With the advent of the Internet and e-commerce, more and more organizations are going national or even "global" with their operations. Even a small online merchant can go global today, using geo-location, automated currency exchange, secure payment card processing and other advanced Web technologies.
8/20/2010 - Aspect has helped Westlake Financial Services to upgrade its contact center with Aspect Unified IP 6.6 Enhanced, Aspect announced in a press release.
8/8/2010 - My wife works in the restaurant business and the other day she brought up a scheduling scenario that made me further realize the value of workforce management software -- and in particular agent-supervisor portals -- not only for the restaurant business but also for the call center.
Call Centers Can Improve Service Levels, Reduce Operating Costs, with Monet's Workforce Management Software
7/28/2010 - Officials at workforce management software provider Monet Software claim that call centers that use the company's Web-based offering, Monet WFM Live, can improve service levels and reduce operating costs "without the upfront expenses and IT requirements of traditional software."
7/14/2010 - A recent white paper from Dayforce, "Usability in Workforce Management: The Importance of Closing the Usability Gap Between Enterprise Applications and Consumer Web Applications," underscores the importance of having an intuitive user interface on workforce management software applications, as well as the importance of having the appropriate feature sets and capabilities.
Forecasting for Multiple Skill Sets in the Call Center is a Top Challenge, DMG Consulting Survey Reveals
6/17/2010 - A recent survey of 230 call center mangers conducted by DMG Consulting shows that the need to forecast for multiple skill sets is the top challenge they face when developing their call center schedules.
6/9/2010 - Customers today use multiple channels -- including phone, email and Web chat -- to communicate with the companies they do business with. As a result, most call centers have evolved to become multi-channel contact centers. This means companies must train their call center agents to use these new forms of communication effectively - for customer service, sales and/or support.
Survey Reveals that 84 Percent of Call Center Managers Regard Workforce Management as 'Mission Critical'
5/28/2010 - A recent study from DMG Consulting shows that although some companies aren't completely satisfied with every aspect of their call center workforce management solution, most of them still consider workforce management to be "mission critical" to their call center operations.
5/13/2010 - ClickSoftware Technologies Ltd., a provider of automated workforce management and optimization solutions, has introduced ClickSoftware OnDemand, the first holistic enterprise-level SaaS-based workforce management and optimization solution.
5/12/2010 - If you run a small call center and you're thinking workforce management software is only for the big guys, you better think again.
5/6/2010 - TOA Technologies, offering a cloud-based solution for mobile workforce management and customer communications, has announced that Suddenlink Communications has deployed the TOA system to unify the management of its field technicians across the national network.
5/6/2010 - Oracle has announced the availability of Oracle Utilities Mobile Workforce Management 2.0, with new enhancements in scheduling, dispatch and field communication.
4/29/2010 - Workforce management solutions deliver significant value to the organization as it can drive efficient forecasting, scheduling and overall workflow. With the increased use of hosted solutions, many decision makers are asking questions as to the value derived from a hosted solution versus an on-premise solution.
4/21/2010 - CallCopy, a provider of call recording and contact center solutions, announced the availability of the latest version of its workforce optimization suite, cc: Discover 4.2.
4/15/2010 - ARRIS has announced that it will be showcasing its portfolio of Euro-DOCSIS wideband services, On Demand Video, Network and Workforce Management and Access & Transport solutions at ANGA 2010 Exhibition and Conference to be held between May 4th and 6th in Cologne, Germany.
4/14/2010 - Workforce Management solutions provider Monet Software recently prepared a checklist to help organizations ensure that their call centers are running at peak efficiency. The 10-point checklist is offered for free as part of the company's Workforce Management Success Kit, available on its recently-redesigned website.
3/30/2010 - Due to the economic downturn, many companies have reduced staffing in their call centers. But at the same time, companies must do everything they can to meet current service levels and maintain customer satisfaction. As such, call center managers are seeking technology solutions that can help them get increased productivity out of their existing agents.
3/25/2010 - Keith Larson, formerly with Avaya and Lucent Technologies, has joined Monet Software Inc., a provider of cloud-based call center workforce management software, as executive vice president sales.
3/22/2010 - Ventyx, which supports the energy delivery and communications industries, says it will launch Release 9 of the company's Service Suite software solution in the summer of 2010. Service Suite Release 9, it says, will be the first package to deliver the full breadth of enterprise workforce management (EWFM) functionality supporting all classes of field service work -- all within a single integrated application.
3/19/2010 - Workforce management software provider Monet Software has launched a new blog on its Web site.
3/4/2010 - If you haven't considered workforce management software in the cloud you might want to do so. Five reasons why it might work for you as well as it seems to be working for lots of others.
2/16/2010 - Want to know how to hold down operating costs in your call center, while at the same time improving customer service and boosting revenues?
2/2/2010 - Call center consultancy and market research firm DMG Consulting has released a new report predicting that sales of call center workforce optimization solutions, including workforce management solutions, will increase by 3 percent in 2010 and 5.5 percent in 2011, as organizations continue to look for new labor efficiencies.
1/29/2010 - Does your company run a small call center - with, say, 5 to 20 agents? Are you looking for ways to make your call center more cost efficient?
1/15/2010 - Schedule adherence is one of the main ways call center managers achieve labor efficiencies and improve customer service. Not only must call center managers ensure that agents aren't showing up late or clocking out early, they also must ensure that each agent is staying on schedule for "intra-shift" activities, such as scheduled breaks and training or coaching sessions.
1/4/2010 - Due to the recession, a lot of companies have cut their call center staffing to the bone – which means they have no choice but to put increased demand on their remaining agents. The problem is this increased workload will eventually lead to fatigue and "burnout" among the existing agents. The phenomenon is especially prevalent in companies that don't cross-train their agents or use a "universal agent" approach -- which is where each agent is trained to handle a mix of different contact types, including Web chat, email and phone.
12/9/2009 - In yet another testament to the increasing popularity of software-as-a-service or “cloud-” based call center applications, “cloud computing” is number one Gartner’s recently released top 10 strategic technologies and trends for 2010.
12/1/2009 - Still using spreadsheets to schedule your call center agents? Time to start saving money and improving customer service with hosted workforce management software!
11/20/2009 - Workforce management solutions provider Monet Software has released a new white paper entitled "7 Tips for More Effective Call Center Scheduling."
11/4/2009 - Back in the "good old days" of the 1980s, inbound call centers operated on a static model where pretty much the same number of agents was scheduled for each shift – whether things were busy or not.
Workforce Management Solutions Playing Increasingly Important Role in the Budgeting and Planning Process
10/26/2009 - When people talk about workforce management software for the call center, they typically focus on the ability to forecast how many agents will be needed for any given shift, based on call volume, in order to arrive at labor efficiencies.
10/23/2009 - Helping to facilitate the management of dispersed call centers (or even home-based agents) are today's workforce management solutions. With these powerful, Web-based solutions, companies can accurately forecast call volume at each call center location and schedule agents accordingly. In addition, companies can manage agent schedules across time zones to ensure schedule adherence and reduce shrinkage. In so doing, companies can deliver consistently good customer service, round the clock, regardless of which center is currently handling the volume.
Free Webinar to Explain the Advantages SaaS-based Workforce Management Solutions Bring to the Call Center
10/9/2009 - 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.
9/28/2009 - Here are three more tips you should consider when shopping around for a new workforce management solution for your call center.
9/23/2009 - In recent years the WFM software market has seen a flood of new entrants, making it difficult to choose a system that's right for your company's needs. So how does one go about selecting a WFM solution? Here are two more tips to help you navigate the sea of solutions.
9/18/2009 - Workforce management software continues to see strong adoption in the contact center, despite the economic downturn. Years ago this software was only found in the call centers of large enterprises. But now that this software available by way of the software-as-a-service model, the cost has come down, and as a result many small to medium-sized businesses are now discovering the advantages today's workforce management software has over spreadsheets and manual systems.
9/10/2009 - Workforce management software provider Monet Software has made workforce management for call centers easier, faster and more affordable through its fully-Web-based Monet WFM Live solution. The company just launched a new and completely redesigned Website that demonstrates Monet WFM Live in action, and, let's customers and prospects sign up and get started.
9/3/2009 - It's late summer and that means merchants are gearing up to staff their call centers with seasonal help. For merchants that do most of their business during the holiday season, that can mean doubling, tripling or even quadrupling the number of call center agents they normally have onboard.
8/24/2009 - If you're still using spreadsheets to schedule your call center agents, you could be reaping new efficiencies that will not only help your company save money but also improve customer service by subscribing to a Web-based workforce management solution.
7/24/2009 - Market research firm DMG Consulting has released a new report showing that the workforce optimization market – which includes call recording/monitoring, analytics, performance management and workforce management – is one of the only IT sectors that saw growth in 2008.
6/23/2009 - The call centers of yesteryear were very different from the contact centers of today. When this department of the enterprise first emerged, live phone calls were the only channel of interaction, and typically each company had only one call center.
SaaS-based vs. Hosted Workforce Management: The Advantages of Web-based Solutions for the Call Center
6/2/2009 - To facilitate increased uptake of their solutions, as well as to introduce new capabilities and features, leading call center software vendors are recoding their applications and offering them on a shared secure platform in the data center to enable the use of software-as-a-service (SaaS) model.
5/22/2009 - Properly managing a contact center can be a challenge, to say the least. If a center has more than 50 seats and/or multiple locations, it can turn into a manager's nightmare if he or she does not have the right tools to keep agents on track and processes running smoothly.
5/1/2009 - In this changing economy, it is becoming more and more common for companies to manage multiple locations that are spread out over vast geographical areas. The same is true for those operating in the contact center space and effectively managing employees in dispersed locations can prove to be a challenge.
4/22/2009 - For many contact centers, manual workforce management processes have long been the standard practice – but due to the advent of IP networks and advanced software solutions, that's rapidly starting to change.
4/17/2009 - One of the biggest obstacles to implementing a remote agent program is the fear that remote agents cannot be properly managed. This fear is well-founded as it is important to deliver a consistent customer experience and ensure that all agents are doing what they were hired to do.
3/30/2009 - Workforce management is a solution that should be a "must have" for the call center, as it can help to create a more efficient environment that can produce measurable results. Not only will a workforce management solution deliver accurate forecasting, it will also optimize agents' schedules to ensure every hour on the clock is used to the benefit of the company.
3/20/2009 - Research has shown time and again the importance of training within the contact center to ensure that each and every customer interaction is a quality interaction. Unfortunately, many companies are feeling the impact of the recession and having to cut spending wherever possible. For the contact center, the cuts often are taken from training.
3/20/2009 - Adoption of workforce management software for the contact center is increasing, as more companies are recognizing the advantages it brings for managing complex multi-site, multi-channel (phone, email, IM/Chat, fax, mail, etc.) and multi-skill contact center environments.
3/5/2009 - With all the doom and gloom reported in the news as of late, the attitude that people have towards their jobs seems to be shifting. Those once looking for all the negatives and reasons to complain about their jobs and their companies are now expressing thanks that they are still able to work.
3/4/2009 - It is not unusual for a call center manager to think about the multiple ways to save money when scheduling for agents within the call center. After all, he or she must be able to keep within specified payroll budgets while also ensuring the right amount of coverage to meet customer service standards.
2/26/2009 - Managing the contact center in recessionary times can mean some changes in the way that managers conduct ordinary business. It can mean that budgets are tighter than ever before; customers are calling or e-mailing the contact center more often; the contact center is operating with fewer agents; and so much more.
2/19/2009 - The contact center serves a specific purpose for the organization – to effectively manage customer interactions to protect the customer base. To achieve this objective, the contact center manager must be able to maintain service levels within specific standards while also adhering to budgets.
2/13/2009 - Contact center managers have a lot going on in their environment. Not only do they have to ensure that every customer contact is handled properly, they also have to effectively manage their workforce.
2/5/2009 - Proper recruiting and hiring for any organization can be a daunting task and one that should be approached strategically in order to ensure all activities point toward the ultimate success of the organization. For call centers, taking a strategic approach is even more essential as this area of industry already fights higher attrition and cost of operation.
1/29/2009 - While the recession has been tearing through the U.S. economy, the market for Workforce Management (WFM) in 2008 was very strong. WFM seats/agents grew in numbers by a strong 7.4 percent, from 3,463,571 in 2007 to 3,719,294 in 2008.
1/29/2009 - In the midst of today's fallen economy, companies continue to search for new ways to run their operations without breaking the bank and affecting their customer service. Software-as-a-Service (SaaS) offers struggling companies an innovative way to capitalize on the Internet, reduce costs and streamline operations.
1/28/2009 - The workforce optimization (WFO) solutions marketplace is shining in the economic gloom thanks to a near-unassailable set of value propositions of delivering productivity gains while helping firms to retain customers and revenue and at the same protecting them from liability issues.
1/14/2009 - As call centers have a reputation for being a drain on company resources, the technology that the call center leader may want to purchase for its operational purposes may come into question. Will it benefit the organization overall? Is it necessary for optimal performance? What is the total cost of ownership?
1/7/2009 - The contact center industry faces consistent complexity and change as the companies operating in this space must not only support the customer base, they must also efficiently manage their own operations to ensure they are delivering value to the organizations they supports.
12/10/2008 - If any contact center manager were to ask one of its younger, frontline customer service agents what changes they believe would benefit the company, more than likely the agent would have quiet a few ideas. Whether or not all of these ideas would be realistic or beneficial, some may never know as thousands of agents are never given an opportunity to provide input.
12/3/2008 - According to recent industry research, one area where companies are struggling to maximize the value of their workforce management strategy is when they fail to realize that it should be integrated with their recruiting or talent management strategy.
11/24/2008 - One of the biggest challenges when relying on a workforce management solution is that the solution may not have been optimized to meet the specific needs of that unique contact center. As a result, the contact center will desert a workforce management project or will fail to experience a good return on investment in the project.
11/18/2008 - One of the biggest challenges within the contact center industry is the constant impact of high attrition. While it is not a rule that every contact center must endure high attrition numbers, the reality is that the industry as a whole reports higher numbers than any other.
11/14/2008 - In the contact center industry, there is a wide range of performance in terms of customer service- the right number of contacts per agent, first call resolution, accurate forecasting and optimal management of the workforce. For some, it is enough just to answer basic customer questions over the phone. For most, it is about leveraging assets to drive performance through measurable initiatives.
11/4/2008 - The contact centers of today represent a completely different business than the traditional call centers of yesterday. Contact center agents no longer operate as telephone operators, but are skilled customer service representatives that must not only deliver an optimal experience for the customer; they must also manage multiple applications in a dynamic environment in order to meet pre-set goals that contribute to the overall strategy.
10/30/2008 - The contact center industry is nothing if not dynamic, and in order to ensure that the contact center achieves optimal success and performance, it often must rely on third-party applications and solutions. One such solution is that of workforce management.
10/23/2008 - Measurable customer satisfaction is essential to the overall effectiveness of the contact center. To achieve the level of service that the customer expects to receive, contact centers must be properly managed. Such management is often the result of workforce management solutions.
10/16/2008 - Workforce management is one area within the contact center industry that often promises great results but can fail to deliver upon implementation. This gap between perceived expectations and reality is not created as a result of inferior products, but rather a lack of understanding within the contact center as how to fit the workforce management solution to the specific needs of the center.
10/6/2008 - Scheduling within the call center can be a tricky task as each agent has a different skill set, call volumes can change according to campaigns or the economy, and proper forecasting relies on variables that cannot be controlled and therefore can prove to be unpredictable at times.
9/25/2008 - Managing a workforce can be a challenging task, especially for contact centers that attempt to control their workforce using manual methods. If the contact center has deployed a home-based agent platform for its customer service operations, the need for assistance in managing this workforce can be even greater.
9/17/2008 - It really should not be any surprise to learn that for some individuals working in the contact center industry, their chosen profession can be a detriment to their health. Whether they have a hard time handling the stress of the job or their environment is not designed around ergonomics, the reality is that the job can be tasking for some – even to the point of causing long term problems.
8/18/2008 - In the world of contact centers, one of the most valuable, yet underused solution is that of workforce management. Robust workforce management solutions have proven to be able to streamline operations, maximize employee work time, forecast for peaks and valleys in call volume, enhance productivity and provide a better overall environment.
7/14/2008 - As productivity tools, workforce management (WFM) solutions benefit the contact center, its agents and customers. They cut down on agent inefficiency, absenteeism and minimize idle time. WFM can also improve customer service by increasing agent availability and decreasing the need for call backs.
6/25/2008 - This latest report from DMG Consulting provides a detailed revenue and market share analysis for the WFO market and its 45 competitors. It analyzes revenue and market share by application for recording and quality management solutions.
6/23/2008 - The rise in fuel costs has far-reaching implications, even in the contact center industry. While this phenomenon has been attributed to the rise in home-based agents, it is also causing a rise in contact center interactions as a result of an increase in Internet use among rural residents.
5/8/2008 - During the study, participants answered questions that addresses numerous topics, including Performance Metrics, WFM resources utilized, investments, processes, tools and satisfaction with each of these areas.
2/19/2008 - Workforce management software is considered by some to be one of the key software applications in the contact center that can help promote efficiency and productivity. The challenge in the market has proven to be complete acceptance throughout the contact center.
2/7/2008 - As anybody who manages a contact center knows, the seemingly impossible task that needs to be accomplished every day is, "Make More With Less." While budgets and headcounts get cut, expectations of better sales, better service, greater customer retention and satisfaction rise.
2/4/2008 - Workforce management is one of the best tools that the contact center can use to properly manage its volume, employees and production. The challenge for those organizations that develop and market workforce management solutions, this software is also often the most underused application in the contact center.
Workforce Management Solutions Provider Left Bank Solutions Inc. Changes its Name to Monet Software Inc.
1/10/2008 - To better reflect the product brands it offers, Left Bank Solutions Inc. has changed its name to Monet Software Inc. In addition the company has adopted a new corporate identity, including a new logo and a new website that can be found at www.monetsoftware.com.
1/10/2008 - DMG Consulting has published the "2008 Contact Center Workforce Management Market Report," a comprehensive and timely guide to the essential and evolving contact center workforce management market, products and vendors.
11/28/2007 - Left Bank's Monet Workforce Management System has been chosen by Callfinity (News - Alert) as their certified and approved WFM solution to meet the forecasting and scheduling needs of existing and prospective customers.
11/5/2007 - When most people think of workforce management software for the contact center, they tend to think primarily in terms of its ability to schedule agents' shifts according to peak volume and low volume periods. But today's workforce management solutions offer a range of capabilities that go far beyond the management of contact center staffing levels. Often overlooked is the fact that they can play a critical role in delivering training and coaching sessions to agents via a company's e-learning system.
10/15/2007 - Avaya and ObjectTel announced today they are assisting BNSF Railway Company in seamlessly communicating with nearly 1,200 radios utilized by train and trackside maintenance workers as part of BNSF's rail network.
8/3/2007 - Left Bank Solutions, Inc., a provider of hosted workforce optimization solutions for the contact center, has released three new versions of its workforce management solution, Monet WFM, each tailored for a specific market segment.
6/8/2007 - The flow of work coming into a contact center can fluctuate greatly depending on a wide variety of factors including the time of year; the success of a company's recent sales efforts; the strength of the economy; the closing of a competitor's doors; or perhaps a product recall. Just think of all the retailers that do the bulk of their business at holiday time – the number of contacts the IRS has to handle at tax season – or the recent "recall" which sent some of the major pet food manufacturers into a tail spin!
4/16/2007 - Organizations throughout the global economy are continually seeking differentiation in tightly competitive markets. Often, that differentiation is found through service deliverables. As these organizations are often serving customers worldwide, this service is delivered through the contact center as it is often the only point of contact between the company and the customer, whether it is a problem, support or an extension of services that has motivated the interaction.
2/8/2007 - Workforce management is more than just a buzzword. Instead, it is a system that can be applied in any organization to improve efficiencies and help to drive a better ROI for not only workforce management technology, but other systems and applications as well.
2/6/2007 - Continuing with their efforts to offer Workforce Management solutions that are an alternative to expensive premise-based systems, Left Bank Solutions announced today a virtual alternative, with the upcoming release of Monet WFM Live.
1/8/2007 - As commute times grow, gas prices rise, and technology becomes faster and more reliable, workers and employers are discovering the benefits of telecommuting. It is now possible for anyone with a computer, telephone, and a desk to become a remote worker, capable of completing a day’s work in bunny slippers. But how do we effectively manage these workers?
12/11/2006 - Using an automated WFM solution, it is easier to forecast and develop optimal schedules free from over or understaffing, which could hinder performance or increase cost. With real-time labor tracking, levels of work can be monitored; at whatever time the information is needed.
12/8/2006 - Effective workforce management solutions can be a great tool to use to properly forecast and schedule in the multi-channel contact center.
11/28/2006 - Proper and quality call monitoring can provide significant benefits for the call center, but it is up to leaders to establish what and how monitoring should be implemented and what they hope to gain from such a solution.
11/27/2006 - As today's world becomes more and more mobile, the workforce too has introduced mobile devices that allow for productivity and a global reach. With this efficiency however, comes a completely new concern for compliance and security threats that cannot be ignored. A new study from Business Process Management (BPM) Forum, which supports senior executives, reveals that increased use of mobile devices in the workplace are creating all new risks and threats for corporations and exposing them to dangers they are not yet addressing sufficiently.
11/22/2006 - Call recording can serve beyond a tool for remaining compliant and helping to solve customer complaints, to also be a solution for training employees using effective real-world examples.
11/21/2006 - Call Center Scheduling can be a challenge in that the manager wants to ensure that the center is staffed to respond to anticipated call volumes, but not overstaffed so that agents are sitting idle. Understaffing can create an even bigger problem as customers are forced to wait longer to speak with a live agent and agents are stressed with a heavier work load while trying to still deliver excellent customer service.
11/21/2006 - There’s no question that training, incentives and the right technology are all tools that can help call center agents provide better service.
11/17/2006 - Training in the call center can make the difference between an agent’s success and failure. Ultimately, the same is true for the entire center. The challenge for call center managers is finding the right balance of training among the variety of experience, talents and skills for the different agents.
10/30/2006 - Call Centers challenged with optimizing their call centers in both the workforce management and business intelligence areas will now have a bundled solution with an innovative advantage.
10/26/2006 - One of the most important elements in workforce management solutions of today is scheduling. Call center scheduling not only helps meet staffing needs, but also takes the burden of maintaining schedules and workflows away from managers, and allowing them to focus on business areas that matter most for their operation.
10/9/2006 - Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
10/5/2006 - Workforce management means better decision making as you can create schedules and customized shifts to handle forecasted volumes. This lets companies respond effectively to call center volume fluctuations.
10/3/2006 - Call center scheduling can sometimes seem like a guessing game for managers. Deciding what hours to give agents and working around their schedules, holidays and other events can be daunting enough. Introduce the idea of staffing agents based on their skill sets and the need to change staffing levels based call volumes--- and an even more difficult element is created.
9/27/2006 - The latest news, feature articles, white papers and case studies educate call center management about scheduling solutions using the Call Center Scheduling platform.
9/25/2006 - Considering that the contact center selected will be employing individuals to interact with your customers, treating the selection of such services as a mere inconvenience is putting your future revenue, profit and growth potential at risk. Even if contact center solutions are not your prime area of focus, there are things that you can look for in selecting this outsourced service to ensure that your customer interactions are handled as efficiently and professionally as possible.
9/18/2006 - It is in this type of situation where workforce management makes sense, as it is focused on making agents as productive as possible. Put simply, workforce management ensures that there are plenty of agents on hand for peak call periods and that these agents are not sitting idle during lower volume periods through accurate forecasting and optimization call center scheduling.
8/29/2006 - Contact center supervisors know that proper call center scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. Under these conditions, agents can become rushed and stressed and customer service levels can suffer, thus impacting the bottom line.
8/17/2006 - IP connectivity to mobile providers will be fundamental in creating the cost savings that the majority of enterprises will need to see before making the leap to IP telephony. This is the single most persuasive reason for enterprises to switch to IP telephony.
8/9/2006 - The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a proper workforce management that provides appropriate call center scheduling and call center training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
8/8/2006 - Workforce management sounds like a simple enough concept: manage your workforce properly to achieve your strategic goals. But, if it were really that simple, it wouldn’t have its own buzzword and a whole industry built around helping organizations achieve total productivity and cost efficiency.
8/4/2006 - Call Center Scheduling and Staffing are typically the greatest headache in contact center workforce management – too many staff and costs rise; too few and customer service suffers badly – and if service deteriorates too much, callers will defect to the competition. Striking a balance, therefore, is the key to productivity and efficiency.
7/11/2006 - Much has been written about the benefits of workforce management (WFM) in the call center space – rapid ROI, greater efficiency, improved service levels and lowered costs, to name a few. But what about workforce management outside of the contact center? Factually, this is a growing area of application for the industry with banks, credit unions, help desks, transportation and distribution firms, and insurance companies getting into the WFM game.
6/23/2006 - Contact center managers today are constantly paying attention to performance measures in a bid to improve workforce management. Things like service level, abandon rates, contact rates, sales per hour, resolution rates and more are monitored daily. While these measures are important and necessary to report the effectiveness of workforce management in the contact center, agents are not always aware of how their performance affects those metrics.
New Call Center Study Addresses the Importance of Management Involvement in Service-to-Sales Conversions
6/6/2006 - A recent study published by Best Practices LLC, provider of research, consulting, publishing and best practice benchmarking reports addresses the importance manger and supervisor roles play during service-to-sales conversions in the call center for workforce management.
5/5/2006 - For better workforce management, businesses need to be able to effectively define what it means to take care of their customer.