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Workforce Management Software Essential for Managing Dispersed Agents

 
May 01, 2009



In this changing economy, it is becoming more and more common for companies to manage multiple locations that are spread out over vast geographical areas. The same is true for those operating in the contact center space and effectively managing employees in dispersed locations can prove to be a challenge.


As a result, many of these multi-location contact center organizations turn to workforce management solutions to centralize the management process. In doing so, contact center managers are better able to schedule agents, set specific goals for their performance, capture and measure actual performance, coach and train, and make necessary changes on the fly.

Many contact centers attempt to facilitate such management with the use of spreadsheets, but this can prove to be a cumbersome manual process when those who need to be managed are located throughout the world. An automated workforce management process allows for processes to be placed on the network. Agents can have access to schedules, training sessions, key performance indicators (KPIs) and so much more with just a click of the mouse.

Technology in the workforce management space has advanced to the point that these benefits can be experienced even if the parent organization does not have the capital for an on-premise solution. Contact centers can now access technologies that operate on a software-as-a-service (SaaS (News - Alert)) platform, providing access to the latest innovations when and where they are needed.

By engaging in a partnership with a workforce management solution provider, a company can better engage with its geographically dispersed contact centers. In doing so, contact center managers are better able to create an environment of collaboration and teamwork where each team member feels a part of the bigger corporation. This environment has been proven to produce happier agents who deliver a better customer experience.  

Part of the contact center’s main focus should be to deliver a consistent and quality experience for each and every customer. Establishing a consistent brand depends upon this practice. Using a workforce management solution from a proven provider such as Monet Software can help the contact center or parent organization to accomplish this goal.

This particular company offers both on-premises and SaaS-based solutions that can be customized to fit any environment. For a free demo of Monet’s WFM Live Web-based offering, click here.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard

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