The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center?
There are many reasons doing so is a good idea, and in this blog we’re going to focus on the operational benefits this solution provides.
Perhaps the more important of these benefits is time. For contact center managers this is a precious and limited resource. With WFM, managers won’t have to spend hours every day on necessary recurring tasks such as forecasting and scheduling.
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.
The challenge with scheduling involves the multitude of agent non-call activities that must be considered when creating a schedule. Workforce management 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.
Another significant benefit is the data WFM delivers to managers to help them make faster and better decisions to improve efficiency. With workforce management, a contact 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.
Finally, WFM can lower costs by streamlining and integrating operations, finance and monitoring.
That’s a lot of change from just one solution. And when WFM is delivered in the cloud, it can be implemented without a large upfront cost. That makes efficiency more cost-effective as well.
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