Workforce Management Featured Article

Mobile Workforce Management Growing

Workforce Management (WFM) allows call centers to run more effectively and easily while simultaneously reducing costs. But thanks to current advanced technologies, the opportunity to work from any remote location has expanded greatly, especially due to the ‘bring your own device’ (BYOD) movement that has begun to surface.

While these accommodations allow for a larger workforce and a wider range of location options, it has also raised the question of how call centers will manage employees working from mobile devices. In an effort to address these mobile demands, ViryaNet (News - Alert) has created a variety of mobile workforces along with its most recent ViryaNet Performance Management solution to coincide with its mobile workforce management solution.  

A solution like Monet’s WFM has the ability to calculate a forecast for the future call volume, average handle time and to generate staffing schedules that optimize performance levels. It can also conduct intra-day management procedures that offer real-time updates for each agent so that managers can access their daily activities. However, for those agents working from mobile devices it has created yet another hurdle for call centers to manage their agents, which is why a mobile solution is required.

ViryaNet G4 provides real-time communication on a variety of mobile devices and provides call centers with the tools needed to manage the entire platform. Just like a traditional WFM, the mobile solution works to ensure that each schedule optimizes business priorities. 

Just like Monet’s WFM, ViryaNet provides reports and visual dashboards that allow managers to view the different optimization results for different profiles, average productivity per resource, objectives summary and the optimize-runs summary. Visualizations can help managers save the time spent reading through piles of reports by providing a clear picture of what is going on that is designed especially for those operating from mobile devices.

Now it is becoming vital that businesses of all kinds begin to create platforms that can be accessed via a mobile device. As the BYOD trend continues to make headway in the industry, it is interesting to see how companies are incorporating solutions that best fit mobile devices.

For more information on Monet’s WFM solution, click here.


Edited by Rory J. Thompson