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Workforce Management Looking Strong Down the Road

Call Recording Featured Article

Workforce Management Looking Strong Down the Road

July 24, 2015

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By Rory J. Thompson,
Web Editor
 


CallCentreHelper.com is a U.K.-based magazine that tracks the contact center industry.

One of its regular features is “What’s Next With…?”, which takes occasional glances at different aspects of the industry. A recent piece was titled “What’s Next With . . . Workforce Management?, and took a deep dive into the industry based on what some insiders had to say.


Their commentary is worth sharing; the following are just some of their views:

Collaborative systems will help raise morale and agent satisfaction: “The true value of agents is starting to be more appreciated and this is reflected in a greater number of collaborative systems that engage agents and give them ownership of the customer experience, and the ability to make a real difference,” said Andy Smith of EvaluAgent. “Many changes to workforce management systems will involve using time more effectively.”

E-Learning solutions can make use of unproductive time: “Agents should have a comprehensive understanding of their role in the contact centre and the services they provide to customers,” said Chris Dealy at injixo. “Providing dedicated e-learning that can be integrated into classroom training, [and] while also remaining self-paced for agents’ convenience, [it] reduces agents’ time away from dealing with customers. It can also can be undertaken during time that otherwise would be unproductive.”

Apps will enable a greater work/life balance: “Workforce management software needs to be accessible from multiple devices and places, and needs to be able to be tailored for members more easily than is currently possible,” noted Dave Vernon at The Forum. “The cloud and app capability is going to be the key differentiator for WFM suppliers.”

Automated training processes will help lower costs and improve skills: “Automated training processes will also gain traction, as they lower costs and improve organizational skills,” observed Lucille Needham at Genesys (News - Alert). “Such software will help identify the skills and profiles of top performers, so that training can be provided to lower performers.”

There’s much more insight to be gleaned from these industry insiders. To see the entire blog post, click HERE.



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