Workforce,Management,Software, business, insurance Workforce Management Software - The Lifeblood of Call Center


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If you operate a callcenter, you know how important it is to have reliable WorkforceManagement (WFM) software .Without it, you face the danger of being understaffed during peakcall periods, which can lead to customer dissatisfaction and apossible loss of business, and you won’t be able to accuratelygauge your workforce’s efficiency. And with the high rate ofturnover associated with many call centers, it is important tomaintain your workforce as much as possible, which can beaccomplished with the aid of WFM software.So what aresome of the things to look for in WFM software? First of all, itshould be able to help you when it comes to forecasting. Many callcenters have peak periods throughout the year, especially if it is acompany that sells holiday gift merchandise or seasonal clothing.Conversely, there can be periods where business is slow, and youdon’t need much more than a skeleton crew to keep things going.Your software should be able to provide an accurate accounting ofsales and service activity from past years, so you know exactly howbig or small of a staff you need to have on hand at all times.Your WFMsoftware should also be able to assist you when it comes toscheduling. Since many call centers operate on a 24/7 basis, andoffer a variety of full-time and part-time shifts with flexiblescheduling, meeting your employees’ needs can be a big challenge.You want to keep everybody happy, but at the same time you need tomake sure you have all the bases covered, including lunch breaks andvacations. The last thing your business need is for a customer to begreeted with a phone call that goes unanswered or is routed straightto voice mail. The software you use should allow you update scheduleseasily and efficiently.Another featureof WFM software is that it should allow you to track employeeaccountability. With all the different shifts available, there areworkers coming and going at various times during the day, so thesoftware should indicate who is showing up for work on time, or ifthere are attendance issues to be concerned with. This can beespecially important when it comes to determining employeeproductivity. So don’t leave your customers and employees in thedark. Select WFM software that meets all of your call center’sneeds.

Workforce,Management,Software,

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