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Workforce Management: The Annual Review

Posted: by: Chuck Ciarlo

Annual reviews are a tradition at many companies. At contact centers, these reviews typically focus on KPI measurements and whether goals were achieved, assessing the performance of agents, and determining whether your forecasting, scheduling and staffing methods are sufficient to provide excellent customer service. 

If you are preparing your checklist, here are four items that should be on it.

1. Are You Up-to-Date on Versions?

With on-premise solutions, software is updated regularly with additional capabilities to improve functionality, and correct bugs detected in previous versions. Because of budgetary restrictions, some contact centers may not upgrade as soon as these new versions become available. 

Of course, if your WFM solution is delivered via the cloud, like Monet WFM, there’s no need to worry about upgrades because they are installed automatically as soon as they become available, at no additional cost. 

2. How Well Do Your Agents Work With Your Systems?

Technology is supposed to make your life easier, and make it easier for your agents to do their jobs. But if the system is too complex, or doesn’t deliver helpful data when it can still be useful, it may be time to consider a change.  

3. Cost

This is a big one for many contact centers, and perhaps one of the main reasons they are still relying on spreadsheets. But with a cloud solution WFM is affordable, and also saves money on hardware upgrades, ongoing maintenance and IT support. Will 2018 be the year you make the switch? 

4. Is It Getting the Job Done? 

Many contact centers have realized that spreadsheets are no longer sufficient for accurate forecasting and scheduling. They step up to a WFM solution to access real-time metrics and reports that improve accuracy and make it easier to handle unexpected changes in schedules. If you have an on-premise WFM system, it’s possible your needs have changed since it was implemented ¬– do you have more communication channels now? Can you current system scale with the expanding needs of your business? 

If your annual review uncovers issues that need to be resolved, Monet WFM may be the answer. Click here to find out more about how our WFM solution optimizes your workforce resources. Or, experience a free online demo of how the system works. 

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