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Getting More from your Workforce Management System

Posted: by: Chuck Ciarlo

When choosing the best workforce management (WFM) solution for your call center, there are a number of considerations to review based on that center’s specific needs.

From capabilities and implementation to cost, usability, scalability and ROI, it’s a decision that will require advance research and feedback from the key members of your management team. Of course, one of the main objectives should be to increase efficiency and service levels, while also reducing costs.

If you’re near the beginning of this process, or have been using it for a while,  here is a checklist of considerations that may be helpful in getting more out of your WFM software to maximize the performance of your contact center.

In the area of process design and improvement, run reports and do analysis in the following areas:

  • Call Handling Analysis
  • Benchmark Analysis

  • Activity Summaries and Details 
  • Work Standards 
  • Quality Form Review and Feedback

  • Evaluation of Coaching Techniques and Calibration

  • Staff Flexibility
In the area of management discipline, take a look at these areas:

  • Intraday Reviews, Adherence and Exception Management
  • Forecasting and Scheduling Best Practices 
  • QM and PM Coaching, Training and Role Playing
Finally, if you need help, be sure to assess the software provider as well, to make sure they will deliver the necessary training and follow-up so your agents, supervisors and managers can get up to speed quickly with the new technology and getting the most value from your investment. If you have any questions, please contact us and we are happy to share some of our best practices with you.
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