What Is Workforce Management?
Workforce management software offers call centers actionable intelligence in preparing staff levels on a daily basis. Generally Workforce Management suites are used instead of standard spreadsheet style scheduling and can offer a more detailed and comprehensive look at your staffing expectations for a given day. By efficiently managing your workforce you can curb issues like shrinkage, over staffing and schedule adherence all of major concern in the call center, where staffing is usually the number one cost associated with the operation. Learn more
Workforce Management Featured Articles
Workforce Management Improves Operations Before, During and After a Shift
While most organizations today are aware that their contact centers ought to be becoming "centers of excellence" or places where customer experience magic happens, a far fewer number of organizations are able to pull it off. While white papers tout the magic of speech analytics and turning agents into inside sales personnel, these achievements make some assumptions: that the contact center has managed to get the basics down first...
ScheduleSoft Announces Availability of Its Cloud-based Workforce Management Solution
In today's competitive marketplace, it's important for organizations to have real-time visibility into how efficient their labor deployment is-both in terms of unit labor cost and overall labor utilization within their facilities...
The Hidden Benefits of Workforce Management: Task Automation
Today's workforce management solutions allow for automated vacation requests that can be granted based on a number of factors, including seniority or performance. Employees can view their schedules themselves, bid for overtime and even trade schedules with other employees. This takes a lot of the manual tasks out of the hands of managers, who are then free to do their real jobs. Employees appreciate the function because it's more transparent and more fair, and provides them with some control over their schedules...
Effective Big Data Usage Can Improve the Workforce Management Function
The era of "big data" is upon us, and companies are addressing in different ways. Smart companies are using analytics to crunch all this information, both structured and unstructured, and use it for insight into how to run the business more efficiently and profitably. Lesser companies are sinking under the burden of the data, unable to formulate a way it can be put to good use...
Aspect Software Partner TantaComm to Launch TantaComm Manage, Powered by Aspect Workforce Management
TantaComm Manage, a workforce management suite that is powered by Aspect Workforce Management, has been released by Aspect Software and TantaComm...
Getting Your Employees to Commit to Customer Service
It's a business no-brainer that happy employees make happy customers. But how do you get happy employees that deliver the best possible customer service?..
Workforce Management: Simple Solutions, Not Simple Analysis
By analyzing data in an integrated WFO tool, a manager can reference what processes allowed some agents to have lower talk time while meeting their quality targets, and then train the rest of the workforce using these processes, the paper noted...
Better Call Center Management Could Have Saved Obamacare a Lot of Headaches
With a lot of confusion around the change in healthcare, the contact center has become the front line for many U.S. citizens trying to make sense of the new healthcare landscape. This has required agents well schooled in procedures and program knowledge...
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
Quality Assurance, Monitoring and Management for Improved Customer Satisfaction
Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service
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