What makes workforce management software for contact centers
so critical? Well, when customers are contacting your center, you have
only seconds or minutes to take their call (before they hang up) or when
you have agents ready and there are no calls, you are wasting money and
resources. Especially for smaller and medium sized centers, higher
fluctuations in call volumes make it more difficult to accurately
forecast and then schedule agents that deliver a high service level,
while also controlling costs. Here are key workforce management
capabilities that make managing your workforce more effective and
- Forecast simulation: Simulations help calculate a more
precise forecast for future call volume, agent requirements and average
handle time for any time interval of the day, based on historical data
from your ACD.
- Scheduling of all activities: Scheduling engines should
incorporate all call types and other activities to generate staffing
schedules that optimize a wide range of factors, including agent
availability, skills, holidays, breaks and service levels.
- Exception handling: Integrated exception calendars help
simplify scheduling of agent exceptions such as time off and one-time or
recurring training meetings.
- Intra-day management: Graphical display of agents' schedules
provide alerts and better help manag breaks, lunches and other
exceptions in your contact center.
- Real-time adherence: Real-time views and comparison of
planned agent activity with actual activities, as well as of forecasted
and actual call volumes, handle times and other key performance
indicators throughout the day.
To learn more, you can watch a series of workforce management videos
on our website.