Virtually every large company uses a workforce management system. According to a recent survey on US contact center operations, 90% of large contact centers, actively use WFM software today. Around 66% of those contact centers are actually satisfied with their solution whereas 24% are looking to upgrade or replace their WFM software.
Well-run contact centres constantly strive to engage their agents, optimise their KPIs and delight the customer. But if you are still running your contact centre using software on your own servers, you run the risk of being out-flanked by the competition no matter how strong your operational performance. Why is that?
Call center scheduling can be one of the most complex jobs in workforce management (WFM). Some organizations conduct annual or quarterly mandatory shift bids that are manual and intensive for the planner. Other organizations see the function as more administrative – making scheduling adjustments, adding exceptions or segments to schedules, and processing requests.
One of the value-adding functions in Workforce Management (WFM) is our ability to provide a realistic cost of labor for the contact center. Developing call center budgets can be extremely complex with a push and pull between what the senior leadership wants and what it really takes to run the business.
Recently, we’ve seen a trend of organizations starting to shake up their organizational structure. As competition heats up for attracting and retaining top talent, businesses need to continue to evolve how they operate. This will of course also affect your workforce management (WFM) strategy...