What are the benefits of workforce management?
There are several benefits to workforce management. Its efficiencies help contact centers to increase service levels and ensure service excellence, resulting in maximized revenues and customer satisfaction. With WFM managers can always be assured that they are optimizing available resources, and achieving better cost management.
With forecasting, WFM lets managers run simulations to calculate a precise forecast for future call volume and agent requirements, while also tracking intra-day trends for immediate adjustment as needed. Scheduling can incorporate all call types and other activities to consistently meet service levels. WFM also provide performance analysis data to analyze all agent activities, including schedule adherence and key performance indicators, as well as service level results, costs and revenue.
Workforce Management is a key piece to any contact center. The benefits extend to all aspects of your environment. From accurate reporting for the management team to improving the day to day life of your front line agents to improving your customer experience.
Verint Monet Receives 2018 CUSTOMER Magazine Workforce Optimization Innovation Award
Monet WFO recognized for its leading customer contact technologies Verint Monet a pioneer in cloud-based Workforce Optimization, announced today that
Verint Monet Receives 2018 Excellence Award from Cloud Computing Magazine
Monet WFO Honored for Exceptional Innovation TMC, a global, integrated media company, has named Monet WFO as a 2018 Cloud