What is the Importance of Contact Center Workforce Management Software?

What is the Importance of Contact Center Workforce Management Software?

Delivering five-star customer experiences requires a cohesive team focused on common objectives. That is why successful support teams using the best contact center software emphasize employee scheduling and workforce management. The correct WFM software can help you cut labor costs and boost your call center's operational efficiency. It may also boost service levels and boost first-time resolution rates.

What is Contact Center Workforce Management?

Hosted contact center software with workforce management is a useful tool that enables organizations to monitor and control their contact centers' staffing and scheduling activities. These solutions are intended to reduce operating expenses while optimizing staffing levels for an optimal agent-customer interaction.

The ideal call center WFM tools offer a user-friendly, modern interface that is straightforward to navigate and comprehend. Furthermore, these applications have various features designed to boost agent productivity such as time tracking and productivity reports.

Workforce management (WFM) ensures the right number of employees are available at the correct times to answer an accurately forecasted volume of incoming calls, emails, chats and social media messages. This is essential for providing superior service and customer satisfaction levels. Traditionally, this process was done manually using spreadsheets. Unfortunately, outdated methods can lead to delays and inefficiencies that negatively affect customer satisfaction and retention rates. A successful call center workforce management system should be able to anticipate future workloads based on historical data and analysis. This will enable the organization to identify any sudden spikes in customer demand that must be addressed immediately.

Furthermore, an effective WFM system should be capable of responding swiftly to unexpected events that impact productivity. Examples include product recalls, press coverage or unplanned outages.

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What are the Best Workforce Management Benefits?

The best contact center technology for business and Workforce Management tools enable managers to efficiently manage time off, shift swaps, and vacation requests. Furthermore, these reports provide real-time insight into backlogged client requests so managers can prioritize them appropriately. Furthermore, agents have the freedom to adjust their schedules quickly and get approvals, helping reduce turnover rates, boost agent engagement levels and boost overall efficiency.

Contact Center Vs. Workforce Management

Contact center managers must constantly manage the supply of agents with customer interaction demands. This can be challenging without an automated workforce management solution. Although scheduling used to be a largely manual process, with schedules written down on paper and employees entering their hours manually, many modern contact centers now use sophisticated WFM software for real-time analysis of service level metrics and the ability to adjust agent schedules in real time in order to accommodate rising customer demands or reduce operational expenses. This approach has enabled analysts to monitor service-level metrics more effectively while making real-time adjustments to agent workloads to accommodate rising customer needs or reduce operational expenses.

Furthermore, when looking at call center vs contact center systems, contact center software can monitor and assess employee performance using key metrics like First Call Resolution (FCR), Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Managers can use these insights to pinpoint areas for improvement in their advisors' skillsets, while providing constructive criticism for continuous development.

WFM solutions not only monitor employee performance but also offer agents a more collaborative and responsive environment tailored to your company's requirements. This may include software applications like Slack or Trello which facilitate teamwork and communication.

Communication is key, as contact centers often have many remote or outsourced workers. These staff members need to be able to access their WFM system on-the-go through mobile applications. A reliable contact center workforce management solution can improve employee productivity and engagement, which in turn reduces recruiting and training expenses. Furthermore, it increases customer satisfaction levels which in turn leads to happier customers and increased revenues for your business.

Contact centers are becoming larger and more complex, requiring contact center automation and necessitating the implementation of effective WFM systems. When these systems are implemented with a partner who can guide through the deployment and integration process, contact centers will see their productivity, efficiency, and cost reduction objectives met.

Why Use Contact Center Workforce Management?

Staffing and scheduling in a contact center are critical components for providing customers with an optimal experience. If customers must wait too long to speak to an agent, they are more likely to become dissatisfied and leave feeling unsatisfied. Furthermore, employees can become overworked and stressed without adequate support, which may lead to employee attrition. A workforce management solution can help reduce attrition rates and enhance employee retention rates.

Contact centers and CRM call centers often utilize workforce management software to organize scheduling for inbound, outbound and multichannel interactions. It also helps optimize performance while tracking agent workloads. To keep up with demand, you need to be able to accurately forecast call volume and allocate agents. While it can be challenging to accurately forecast this, a WFM solution can give you the data necessary for accurate scheduling decisions.

Workforce management solutions can also help you prepare for unexpected setbacks, such as weather-related issues, power outages or other events that could disrupt your contact center operations. A successful contact center workforce management system can help you anticipate potential issues and take preventive measures before they arise. Doing so helps minimize downtime so you can quickly get back up and running again.

For instance, an effective solution will offer supervisors a dashboard that allows them to view each agent's adherence status so they can promptly address non-adherence. Furthermore, supervisors can monitor schedule adherence and notify management of any issues which could be negatively affecting service levels.

A reliable workforce management solution will give your contact center the capacity to forecast and plan for demand, guaranteeing that agents are available when necessary. This not only increases efficiency in scheduling processes but can even boost agents' productivity levels.

Top Contact Center Workforce Management Features

Workforce management systems are designed to assist contact centers optimize staffing schedules and guarantee consistent service levels. Furthermore, these tools enhance productivity as well as agent engagement.

In addition to integrating important employee data, workforce management solutions also help reduce manual errors during everyday operations in inbound contact centers. Features of workforce management solutions include queue management, what-if simulations and more. Call centers must remain agile to the demands of customers who expect prompt responses and resolutions. This can be challenging without a comprehensive workforce management system in place.

A successful workforce management solution can anticipate customer requests and allocate the appropriate balance of resources to handle them efficiently in outbound contact centers as well. This helps reduce the risk of overstaffing and guarantees agents receive sufficient breaks and time offs in order to prevent burnout.

Call volume management is especially crucial when call volumes increase unexpectedly due to a product recall or major news coverage that drives an uptick in calls. With an effective workforce management system, you can accurately forecast how many calls your center will receive over the coming months and assign agents accordingly. Doing this saves money by preventing overstaffing and cutting operational expenses.

Other than accurately forecasting customer demand, a good workforce management tool can assist your contact center in adapting to changes in the marketplace. This is particularly helpful when launching sales campaigns or needing extra staff for major promotions.

A dedicated workforce management system can streamline scheduling, boost agent engagement and streamline reporting for improved alignment with tools like fax to email and call recording. It also assists contact centers in optimizing their staffing plans, guaranteeing each team has the correct agents at the right times to meet business objectives.

Choosing the Best Contact Center Workforce System

Call centers utilize workforce management software to organize their agents and guarantee they possess the necessary skill sets for handling customer interactions. This helps call centers meet service-level objectives, reduce costs, and boost customer satisfaction. When searching for a cloud-based or on-premise solution, there are plenty of choices to consider. Each will offer its own user interface and price point; some may be more budget-friendly depending on your business size.

When selecting a contact center workforce system, your requirements should be considered. Ensure the solution fits not only the demands of your team and customers but also within budget constraints. Workforce management software should also enable you to forecast call volumes. This enables you to anticipate peak call volume times or days and plan staffing accordingly.

Best Contact Center Software with Workforce Management Features

A reliable workforce management system should also enable you to view real-time productivity reports for each agent. This provides data on active minutes, active seconds, unproductive, manual, and mobile time so that you can assess each agent's performance and enhance their efficiency levels.

Five9 provides an all-inclusive contact center solution with workforce management features to boost productivity and enhance customer engagement. It's user-friendly with a comprehensive suite of tools and applications included.

NICE CXone is an AI-driven omnichannel workforce management solution designed to enhance customer experience and boost employee engagement. It supports multichannel forecasting, trade requests, shift bidding and intraday re-forecasting as well as mobile self-scheduling. 

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