Workforce Management with Spreadsheets?
The holiday season is a time of tradition. Some traditions deserve our respect and should be sustained for future generations. But in the office, there is sometimes a tendency to show too much deference to traditions that have outlived their usefulness. One of these is the use of spreadsheets in contact centers. Many contact centers handle forecasting and scheduling the same inefficient way they did 20 years ago, which is why the data generated sometimes proves insufficient. It’s time for a change, and technology has made that change possible. Our whitepaper, “The Real Cost of Scheduling Spreadsheets,” explores that very topic. As stated in the whitepaper, an automated workforce management (WFM) solution can improve forecast accuracy, making sure all the necessary resources are always in place. It can also streamline the scheduling process. A WFM system also provides the flexibility to automatically manage start times, end times and break times. Spreadsheets cannot match this speed and efficiency, which results in unhappy agents and higher shrinkage. Workforce Management (WFM) can play a prominent role in engendering employee satisfaction. Skill-based scheduling plays to an agent strengths and boosts confidence, while flexible scheduling acknowledges and may acquiesce to their obligations outside the office. Happier agents and better contact center control through online collaboration, reporting and transparency tools, can all result from WFM implementation. Spreadsheets simply cannot compete. And wouldn’t you rather spend the hours now devoted to compiling them to focusing on other aspects of your business – or just getting out of the office on time for a change?
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