Workforce Management

Tips for more effective call center forecasting, scheduling and agent adherence

Workforce management software vendor guide

Posted: November 12 2012 by: Chuck Ciarlo

Selecting and deciding on the right workforce software for your call center is crucial. In case you missed the recent buying and vendor guide about workforce management and optimization software in Enterprise Apps Today magazine, please read on. The article listsfour leading Workforce Optimization and Management vendors and Monet Software is proud to be one of them.

Here is an analyst quote from the article: “Workforce management applications are designed to automate the deployment of the workforce through workload planning, scheduling, time and attendance tracking, resource management, and rules and compliance management,” said Lisa Rowan, an analyst at IDC. “Increasingly, workforce management applications are being integrated into customer relationship management applications in a contact center environment.” Some of the key features of WFM, Rowan says, are skills and certification tracking, shift/vacation bidding, workload planning, forecasting, scheduling, scheduling optimization, customer wait-time forecasts, coverage management and absence management.

If you are interested in seeing these solutions in action, please visit our workforce optimization demo center.

Comments are closed