We’ve grown used to our devices. Smartphones, tablets, laptop computers, and the like are letting us communicate from anywhere at any time, and in the contact center, that’s both a blessing and a curse. Agents have to learn to use advanced technology to keep control of their operations and help customers the best, on whichever channel the customers prefer.

With an integrated workforce management solution, a contact center can obtain improved efficiency at less of a cost, even on mobile devices. Security does not need to be compromised in exchange for flexibility and convenience, so employees can work from home, or anywhere else, without having to worry about compromising company or customer data.

Furthermore, WFM allows workers to better stick to schedules, thanks to real-time indicators. They can also use social media to their advantage, because trust me when I say that customers most certainly will. At the same time, they can improve their return on investment, while lowering IT and admin costs, since employees are getting more work done with less trouble.


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If that sounds appealing to you, CallCopy (News - Alert) is presenting a webinar on workforce management and mobile devices in contact centers. “Mobile WFM Defines Success for Next Gen Contact Centers: Using Mobile Devices to Increase Efficiency and Satisfaction” will be held on July 17^th at 2:00 PM EDT, and is hosted by Aaron Cash, the director of product management for CallCopy, as well as moderated by TMCnet’s Stefania Viscusi.

If you’re a contact center staff member, and in charge of workforce scheduling, or if you’re the manager, director, or VP of a contact center or operations, this could prove very helpful to you. Learn how to make the most of your workforce, no matter where they are or what device they’re using, and keep in touch with your customers when they need you.