[ Workforce Management ]

Workforce Management (WFM) software enables organisations to deliver a high and consistent level of service whilst ensuring staff turnover is low - thus minimising one of the major financial and service costs to any Contact Centre.

A fully integrated WFM application takes data from the main telephony server automatically, and updates various displays in order to give managers and supervisors accurate data regarding Contact Centre performance throughout the working day. It will predict, and react to, fluctuations in performance during the day.  It also suggests what to do to maintain or to improve performance, and predicts and forecasts future performance based on historical data, whilst being aware of seasonal features and anomalous events.

One of the major benefits of WFM is its ability to match Agent shift patterns to call traffic patterns. WFM allocates agents to shifts in order to maximise the number of calls taken, whilst minimising the amount of time the caller spends queuing. The contact centre manager can specify the social acceptability of shifts, thus ensuring agents do not have issues with work patterns.

Without WFM, a complex array of spreadsheets is often used to simulate the role of the WFM application. These spreadsheets cannot be easily upgraded, will not easily integrate with each other, and can be unstable.  Spreadsheets are also, by their nature, useful after the event, but can be difficult, or impossible, to use in a real time environment.

In short, WFM allows management teams to manage staff without spending a large proportion of time managing logistics, thus ensuring a higher level of service and lower costs.

For a specification of the CallPlus Workforce Management facility in PDF click here