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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

  • To Improve Processes and Make Customers Happy, Try Quality Monitoring in Your Workforce Management Strategy
    How do you know that each and every one of your customers is enjoying a quality experience when engaging with your brand? You likely have specific controls in place for pushing out your key messaging through marketing channels, but what about your staff? How do you know for sure that they are delivering the kind of experience your customers have come to expect from your brand?..
    4/15/2014
  • Centralized Administration of Workforce Optimization Helps Unify the Contact Center Function
    The contact center of any organization has a lot of potential. It can help improve customer relationships, win over new customers, please and retain existing customers and even win back former customers. It can cross-sell and upsell, and it can build brand awareness. In addition, it can reach out on social media and find customers where they live, and can be a responsive, nurturing force for any brand to spread its message...
    4/15/2014
  • More Businesses Should Think Redeployment and Not Layoffs
    Employees no longer perform the same job their entire career, let alone stay with the same company all of their working lives. The business of business is more fluid than ever, thanks to global markets and the Internet, and the labor pool likewise must be fluid...
    4/14/2014
  • Understanding Agents' Feelings is a Critical Part of Workforce Management
    The job of a contact center manager can feel a bit like juggling. Managers are in charge of ensuring that key performance indicators (KPIs) and service levels are met, but beyond that, they're in charge of ensuring that all the wheels and cogs below the surface are running smoothly. Given just how many moving parts a contact center has, this is a tricky prospect...
    4/9/2014
  • SaaShr Introduces New Referral Program for Benefits Industry
    SaaShr, a provider of software as a service (SaaS)-based workforce management platform, has started a new referral program for companies that sell group and voluntary insurance products...
    4/4/2014
  • Call Recording and Quality Management Can Help You Replicate Top Agent Behaviors
    Is your contact center made up of the very best agents? In your dreams, perhaps. While every call center has a couple of ringers managers wish they could clone, the truth is that in order to keep the call center staffed, many contact centers are full of "good enough" agents and even a few "could be a lot better" agents. But what if you could turn the latter two types of agent into the types you wish you could clone?..
    4/3/2014
  • Inefficient Contact Center Scheduling Could Be Costing Small Centers $50,000 Each Year
    As with most industries, in the contact center, labor is the number one cost. It's estimated that between 60 and 80 percent of ongoing call center expenses are related to recruiting, hiring, training and paying workers. Unfortunately for the contact center, extremely high turnover - which is endemic in the call center industry - pushes this figure higher than in most industries...
    4/3/2014
  • Taking the 'Big Brother' Fears Out of Workforce Management Solutions
    In companies that haven't been using a workforce management solution, scheduling is often accomplished via spreadsheets and a mix of proprietary "tricks" the scheduling manager has developed over his or her tenure. Regardless of how inefficient the process, it's one that agents are used to. Workforce management solutions, though they create better forecasts and schedules and offer a lot of advanced features that save managers time, can seem a little "Big Brother-ish" to agents...
    3/27/2014
Workforce Management
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
Quality Management
Quality Assurance, Monitoring and Management for Improved Customer Satisfaction
Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction
Performance Management
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service

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