Is it time to upgrade your existing workforce management

1. Is It Time To Upgrade Your
Existing Workforce management?
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Workforce management (WFM) has become the latest buzzword in the market.
It’s not a new concept though. Companies since long have tried some or the
other forms of workforce management to improve employee productivity. But
it’s now been viewed in new light of changed industry context. Effective WFM is
imperative to make your customer contact center efficient and profitable. WFM
is about anticipating probable inbound and outbound calls for a contact center
and applying right resources in managing the same.
However, most WFM software applications are complicated to implement and
operate. There was a time when companies could spare dedicated resource in
managing the software system. But now when organizations are striving to
become more operatively efficient they don’t want to throw money in managing
redundant resources. Enterprises therefore are looking for WFM solution that is
self-manageable and automated to help improving productivity of each
customer care executive.
With the growing number of mid-size contact centers the demand for cost
effective WFM solutions has increased manifold. Even large organizations are
looking for less complex and less time-demanding solutions.
Is It Time To Upgrade Your Existing Workforce
management?

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Keeping the changing horizon in mind, the newer WFM software applications are
designed to be more effective in performing the jobs of traditional WFM solutions
in less than half the time. The improved WFM solutions are less complex and
therefore, minimize the time spent on training and managing the applications.
These still have the basic modules, such as – forecasting, scheduling, intra-day
management, real-time adherence and agent self-service, just like their older
versions but through improved UI help in optimizing the functioning of a contact
center. This post has discussed how the newer and improved solutions are better
than the old versions to help if you decide if the time has come to switch to
lighter and faster WFM.
What do the different modules of a WFM do?
Forecasting: The success and performance of a contact center is centralized
around the efficiency of its WFM solution in effectively predicting call volume for
days, weeks, months etc. The newer versions with embedded Web 2.0 technology
are more accurate in forecasting the call volume for the future dates.
Using statistical tools and algorithm it helps contact centers to become more
customer centric by accurately predicting call volume, resource engagement etc.
Scheduling: Scheduling helps organizations in distributing their workforce more
efficiently between projects. It offers staffing solutions to contact center
managers by allocating resources in better manner based on various
determining parameters.
Intra-day management: To help contact center managers get visibility on the
performance of the centre and its agents the intra-day management tools
capture real-time performance data from different sources. It initiates trigger
when the contact center performance sinks below acceptable level.

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Real-time adherence: It’s the performance management tool that allows contact
centre managers to monitor and track agent movements in real-time.
The real-time adherence tool of modernized WFM management software helps
tracking agent’s performance both on-the-call and off-the-call.
Agent Self-Service: The purpose of this module is to help agents in monitoring
their performance and taking active part in streamlining the work flow process.
This can help reducing pressure from the center manager and let him
concentrate on strategizing contact centre policies to improve customer
satisfaction.
Faster: Take less time in management. The solutions offered through cloud have
also eliminated the time involved in deploying the solutions. The cloud-based
solutions are ready-to-use, customizable solutions to meet diverse industry
requirements.
Nimble: The easy to use solutions have embedded WFM best practices in making
the software more effective and accurate, thus, help optimizing resource
allocation as per the volume of anticipated calls.
Ease of use: The solutions are designed to eliminate the learning curve. This
would translate into more productivity as you would have to spend less time in
training your workforce about how to run and manage the system. Moreover, the
analytics offered are easy to apprehend and don’t require one to have degree in
statistics.
The improved and newer WFM software
versions are:

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Automation: The newer WFM solutions are aimed at automating work force
management so that you can free the managers from tracking and monitoring
agents and concentrate more on improving the overall performance of the unit.
The inbuilt intelligence facilitates optimal allocation of resources.
Accessible: The cloud-based WFM solutions are accessible from anywhere. So,
you can keep track of your agents’ movements in office as well as on-the-fly. It
further helps organizing and managing offshore teams by offering a universal
platform to work on.
As an end note the newer workforce management solutions are designed to help
businesses in improving customer satisfaction quotient. With better allocation
and management of resources you’ll be able to serve your customers better and
efficiently. Moreover, you can improve transparency across the contact center by
allowing agents to monitor their performance

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