WFM Tools Changing Call Center Game

If you operate a contact center, chances are optimizing productivity and efficiency are daily issues to address. Workforce management is essential for proper automation of all staffing procedures, including performance monitoring, following attendance, training and development, and more. If you have yet to implement WFM software, here are some valid reasons to make the change ASAP.

One of the hardest parts of managing a call center is scheduling, especially in times of call volume spikes. Overstaffing is a costly procedure but WFM tools can assist with forecasting when these spikes are expected. On the other hand, improved forecasting also helps provide that during low call volume the call center is staffed appropriately.

Real-time performance tracking is an asset in any call center. It gives a clear view of how each agent is performing, additionally, management can identify the high-performing agents so they know who to reward for a job well done.

Remote agents are great in call centers because they can perform tasks anywhere, whenever needed but how can management know agents are actually productive when scheduled? This is made easy through WFM as all agents can be monitored regardless of if they are on-premises or not.

Overall decisions that go along with running a call center are made easy via WFM tools. This includes budgeting, staffing/scheduling the right amount of agents for the amount of forecasted callers, and more. A business will perform to its utmost potential with all of the proper tools in place, one of the most important being workforce management.

Does your call center have WFM tools in place?