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Workforce management solutions have long been a staple in large inbound contact centers, but with the transformation to cloud-based deliveries small to midsize centers can now leverage the advantages of WFM tools to help improve efficiencies in scheduling and center management.
Call center WFM tools allow your organization to truly understand your communication volumes and agent scheduling with available advanced functionality like “what if?” scenario analysis to understand how changes in volume will impact your staffing.
Agent shift bidding is also available in some systems, along with shift adherence agent interfaces to allow for transparency in shift availability.
WFM can greatly increase your productivity and cost efficiency by removing or limiting shift over- or under-staffing. The tools are critical when you have staff coming and going, and specific channels that require appropriately trained workers.
Take your time and understand your requirements from the channels where you wish to measure your agent use. You must also consider how availability of existing integrations will impact your implementation. A built in integration with you current telephony system will likely reduce implementation time and cost, but most vendors will work with you to create a custom integration to your system if needed.
Additional considerations include:
The WFM vendor landscape contains a wide range of suppliers that can provide both cloud and premise based options for your call center. The systems vary in functionality from the most basic agent staffing measurements to mobile applications that allow agents to bid on shifts through their smartphones. The prices also vary significantly depending on functionality.
It is a critical decision and it is not always easy finding the right solution that fits your business needs. Let us help you simplify your call center WFM search and take you right to a shortlist of vendors that fit your exact requirements. There is no risk and no costs to make this the easiest technology decision you have ever made.