Call Recording Featured Article

A strong, well-rounded workforce is often linked to increased innovation in the workplace, with more viewpoints being shared and used collaboratively to come up with new solutions and ideas. In the past, obstacles such as distance and family obligations may have kept the best candidates from being hired, but the rise in mobile and cloud technologies have given businesses the freedom to offer employees more remote work opportunities—thus expanding hiring pools and helping businesses ensure that the most qualified applicants can be brought into a team without hindrance.

This is great news for the hiring process, but what about managing all those disparate workers when not everyone is working from the same office building, or even on the same devices? This is where tools such as workforce optimization software come into play to support remote worker initiatives. In conjunction with broadband connections, IP technologies, and telecommuting business models, workforce optimization (WFO) software solutions can help foster more flexible work arrangements so that employees can work from home or abroad, and employers can have peace of mind knowing they have the tools they need to keep an eye on remote workers for them.

The most appealing aspect of WFO solutions in this scenario, therefore, is that they can assist in making remote employment more manageable for a business. Through features such as desktop monitoring to track worker activity, call recording to ensure they are treating business calls with respect and timeliness, calendar and contact synching to keep everyone on the same page regardless of location, and more, organizations can use WFO to more easily oversee distributed and diverse workforces, ensuring that everyone is on task and working at their best level of performance. With WFO solutions, companies can not only track their employees, but also help facilitate a greater sense of connectivity and collaboration amongst members of a team.  

All of this creates benefits both for workers and employers. Offering remote work possibilities is viewed by many as a job perk, making such positions more attractive to capable candidates. At the same time, remote technologies can enable companies to draw from a larger pool of talent to staff their contact centers or other departments with the best and brightest. And WFO software can help make that possible.