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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.

....NOTE - content continues below this message

INVITATION

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....CONTENT CONTINUED BELOW

 

  • 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


2020 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.) 
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

3.) 
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
 



View more from Verint Monet

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