Introducing: The Benefits of Workforce Management
When call centers add Monet WFM Live Workforce Management to Evolve IP’s award-winning contact center solution, the result is a more efficient call center operation.
If you haven’t yet experienced the difference automated workforce management can make, here are just five of the ways it will boost the productivity of your agents and your business.
1. Better Forecasts
Workforce management automatically processes all relevant data to deliver more accurate short-term and long-term forecasting projections. And when forecasts are more accurate, it means fewer instances of overstaffing or understaffing. You’ll always have the right number of agents for every shift.
2. Better Schedules
There are a multitude of agent non-call activities that must be considered when creating a schedule. Monet WFM Live makes these non-call activities part of the forecasting and scheduling process. This is especially important since customer engagement today is based on many different channels such as phone, email, webchat and social media.
3. Tracking Adherence
Schedule adherence is still one of the biggest challenges for call centers. With workforce management, a call center can monitor and record the adherence status of all agents in real-time. The system tracks data on every status related to this issue, from lunches to daily breaks to when agents log out. If a problem is discovered it can thus be handled quickly.
4. Intraday Forecast/Schedule Management
Intraday management is always a challenge. Workforce management monitors intraday workload information (planning, controls, deployment strategies) that will produce pre-emptive rather than reactive actions for managers, which can then be communicated to agents.
5. Exception Handling
Workforce management manages and processes exceptions in a way that communicates all necessary information to all parties concerned, accepts or rejects each exception instance based on company criteria, and makes certain everyone is on the same page so there is no confusion on the part of the agent or management.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
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