Login to Network
YES PLEASEI want this offer
NO ThanksSkip this offer
We’ve discussed the convenience, efficiency and customer service benefits of workforce management software in previous blogs. We’ve also covered the cost benefits, but there is one aspect to this topic that perhaps isn’t as prominent as it should be – the positive impact WFM can have on labor costs.
In the contact center, labor costs can amount to more than hourly wages. Overtime is becoming a common occurrence as businesses struggle to cope with more flexible shifts and schedules. Managers may not like it but they accept it as an unavoidable cost of doing business.
With WFM, these same managers can achieve detailed insight into labor issues and agent schedules. That visibility results in more optimized schedules that proactively minimize overtime and can trigger alerts on when overtime thresholds are approaching, so action can be taken to prevent it.
Ironically, one of the main reasons smaller and midsized contact centers hesitate to invest in a workforce management solution is how much it costs. But WFM in the cloud alleviates most of those concerns, and will be a wise investment for everything it delivers in return:
• Reduced administrative costs from manually scheduling employees
• Lower overstaffing costs through more accurate schedules
• Less productivity loss due to unplanned absences
• Better agent adherence with real-time monitoring
Administrators who believe workforce management technology is beyond their budget would do well to examine the costs of doing nothing. The benefits of greater productivity, lower costs and better labor decisions provide ample evidence suggesting that this is one investment that contact centers can’t afford not to make.
Source: http://www.monetsoftware.com/blog/Workforce-Management/post/workforce-management-and-labor-costs
Publish Date: November 23, 2015 5:00 AM |
| 3.) |  Consilium UniAgent™ Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs. UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365... (read more) PH: (+61) 406 501 368     |
| 6.) |  NovelVox CTI Connector NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more. PH: (+1) 301 202 3672  |
| Helping Agents Buy Into Workforce Optimization | October 1, 2018 5:00 AM |
| The Competitive Edge Delivered by Speech Analytics | October 1, 2018 5:00 AM |
| Cut Every Customer Call By One Minute | October 1, 2018 5:00 AM |
| Remote Agents: Making That System Work With Workforce Management | October 1, 2018 5:00 AM |
| Comfort Pets at Contact Centers? Why Not? | October 1, 2018 5:00 AM |
| Five Musts for Your Workforce Optimization Solution | August 29, 2018 5:00 AM |
| The “Now You Knows” of Speech Analytics | August 29, 2018 5:00 AM |
| Can Contact Center Agents Replace In-Store Employees? | August 29, 2018 5:00 AM |
| Healthcare Contact Centers: The Open Enrollment Crunch | August 14, 2018 5:00 AM |
| 5 Tips to Optimize Contact Center Scheduling | August 13, 2018 5:00 AM |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
