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Gazing Into Our Workforce Management Crystal Ball

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How will today’s workforce management (WFM) solutions change in the years to come?

At Monet Software we are dedicated to staying at the forefront of future developments. Of course, predictions for the future don’t always pan out – but here are five changes we expect to happen – most likely sooner rather than later.

1. Greater Functionality

Today’s WFM solutions, like Monet WFM Live, deliver data in real-time that allow managers to make adjustments to schedules and staffing, so customer service is not affected. Tomorrow’s WFM may react to forecast and scheduling discrepancies automatically, and make the necessary changes without manager assistance.

2. More Centralization

Monet offers WFM solutions for both front office and back office environments. But one day back-office integration will be fully incorporated into the system, so one solution will deliver an even broader view of how every department is meeting the needs of the customer.

3. More Omnichannel Flexibility

Customers are already taking advantage of emails and webchats, resorting to the telephone only when other channels cannot resolve their situation. Such transitions are tougher to predict, resulting in variables that can impact scheduling. But WFM will catch up quickly, easing those transitions so one agent can handle multiple channels.

4. Better Agent Training

It’s likely that WFM will play a greater role in training, by accurately identifying each agent’s top skills, and offering more assistance to agents that require more attention. 

5. More Mobile Devices

Call centers are still primarily comprised of agents at desktop computers, interacting with customers from workstations. But more people now use smartphones and other mobile devices for communication, and it’s hard to see how this won’t become more prevalent at the call center. The technology will remain cloud-based – it will just encompass a wider range of devices, including those supplied by agents.

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