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TRAINING IN CONTACT CENTERS

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Workforce Management: Optimizing Its Benefits - Verint Monet - ContactCenterWorld.com Blog

Workforce Management: Optimizing Its Benefits

So, you are finally ready to make the switch from spreadsheets to workforce management (WFM). Great! Now just two steps remain. First, choose the WFM solution that has the capabilities your contact center needs, at a price you can afford.

We believe Monet WFM will be a good fit for your business. Check out its capabilities, and the cost-saving benefits of our cloud solution, here.

Step two happens after WFM is implemented. You’ll discover an enormous array of capabilities that you either didn’t have before, or could not achieve without many more hours of work. It may seem a little overwhelming at first, so here’s a short-cut list of ways in which WFM should be utilized.

 

  • Given the attrition rates at contact centers, require ongoing WFM training to avoid knowledge erosion
  • Refine your data gathering processes regularly to make sure the numbers are accurate
  • Monitor shrinkage and balance it correctly into forecasts
  • Set realistic adherence targets, and apply real-time calculations to achieving them
  • Make sure intra-day forecasting is consistent
  • Let the system manage holiday and shift swaps, so managers can focus on other tasks
  • Daily forecasts will usually be top priority, but do not ignore midrange and long-term calculations that can be important to future planning
  • Invite agents to input schedule and vacation requests directly into the system

When you know what to look for, when you have the information you need, when you need it, and when you can act upon it quickly, that’s workforce management made easy.

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/workforce-management-optimizing-its-benefits

Publish Date: July 31, 2018 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from Verint Monet

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