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Top call center12/16/2023 Most contact center supervisors won’t need an explanation of the benefits of automated scheduling. Advanced solutions can even factor agents’ skills and service goals (average wrap time, time to answer etc.) into forecasts. They can also forecast how many agents you’ll need to have in place to handle this volume. WFM modules can forecast the volume of calls or other interaction types based on historical data collected from sources such as your ACD system and network switches. Workforce management modules are primarily designed to do two things:Įnable contact center supervisors to forecast staffing needsĪutomate the complex task of scheduling agentsįorecasting is a vital capability: Many contact centers deal with fluctuating call volume based on seasonal demand, product launches and promotional offers, as well as technical issues with products that necessitate intensive customer support etc. Some vendors even offer contact center management suites that include integrated WFM or full-blown WFO. If possible, try to find a solution from the same vendor that provides your contact center infrastructure to enable integrated capabilities. If you’re going the standalone route, pay attention to how different vendors group features in modules, so that you can buy as few modules as possible. The major decision you need to make is whether you need an integrated suite or just a few select standalone solutions. Some vendors treat interaction analytics as part of a quality management module, whereas others sell separate interaction analytics model. It’s important to note that not all vendors use the same terms for these modules, or group features in the same way.įor instance, some vendors lump KPI dashboards and scorecards in with performance management, while others group these features in with quality management. Based on how your contact center is set up and your pain points with managing your operations, you may need one, two or all three of these modules. Performance management software solutions have thus emerged to complement existing quality management systems.Įach of the modules in the above chart includes a complex set of features, so we’ll tackle them one at a time. Over the past decade or so, quality management has become an increasingly complex task with the advent of multi-channel contact centers and sophisticated analytics, and the need for greater agent engagement has become more apparent. Originally, workforce management systems for employee scheduling were standalone solutions, as were the quality management systems that evolved on top of basic call recording software. Standard Modules in Workforce Optimization SuitesĪt first glance, you might think that these modules don’t have all that much to do with each other, and you’d be right. Some vendors only sell WFO as a suite, whereas others sell individual modules on a standalone basis. Workforce optimization software isn’t a single application, but an integrated suite of applications. What Are the Benefits of Call Center WFO?īusiness Model and Industry-Specific Considerations What Is Workforce Optimization Software? We’ll take a look at the major components of a WFO solution and explain which types of contact centers can benefit the most from implementing a system. WFO suites are broader than WFM applications, and also cover quality and performance management. WFM is generally part of a WFO solution and enables automated scheduling and forecasting of staffing needs. Workforce optimization software is generally a separate solution that integrates with modules in your existing call center management software, particularly your automatic call distribution (ACD) system. This is where contact center workforce optimization (WFO) and workforce management (WFM) software come in. Moreover, most contact center supervisors will want additional control over agent performance and the quality of customer interactions. While contact center systems enable inbound, outbound and multichannel interactions, efficiently scheduling agents to handle each channel can be a daunting challenge. So, you already have skills-based routing, advanced IVR menus and agent desktops in place at your contact center-what next? Buyers Guide Last Updated: March 16, 2023
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