Posted: July 6 2017
by:
Chuck Ciarlo
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.