Workforce Management Featured Article
Workforce Management in the Cloud
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.
The sheer benefit of the cloud allows users to get started faster, as opposed to the 6 to 12 month period it normally takes to install physical products like software and hardware, along with the IT support that is needed for such an intense installation. After moving WFM software into the cloud, businesses are able to:
Save money
This includes money on hardware, databases or a data center infrastructure, as the cloud exists in a digital space. It also allows for unlimited additional space without the need of buying new servers or software installations.
Deployment and ROI
The cloud can be accessed from anywhere at any time as long as there is Internet access. With a lower investment in WFM, a more rapid return is made in the cloud application, and any updates are delivered automatically without installing new software.
Location
Most of the time businesses are discouraged from having all their information stored in one single place, in case of a natural disaster or server breakdown. The environment a server is stored in is precarious as well because of factors like temperature. In the case of a building losing electricity, the fate of the server is dependent on the backup generator, but in the cloud, temperature and location are not an issue.
All in all, WFM cloud solutions give call center managers the tools to schedule the right number of agents at the right skill level at the right time. This leads to increased overall schedule adherence, boosted service levels, and improved agent and customer satisfaction. Managers are able to travel and have one on one interactions with agents without losing sight of their management tools, thereby increasing performance levels and productivity in the call center.
For more details about the benefits of WFM in the cloud, click here.
Edited by Blaise McNamee