Topics: Workforce Management
Contact centers are a bustling environment of sales, customer service and hotlines. They are filled with software, computers, technology, hardware, and phone systems. Each day supervisors manage agents to ensure policy and procedure adherence and maintain service levels. Here are five tools all contact centers should be using:
Co-nexus hosted a webinar on Five Methods for Building a Forecast. We will review five different types of forecasting and how to use them to best predict your future agent requirements. The webinar will include best practices, a live demo and a Q&A session.
Workforce optimization is the practice of improving and automating the overall efficiency of employees at an organization. Are you currently scheduling your employees through the use of Excel spreadsheets? Did you know that you can gain up to 30% more out of your staff by utilizing a Workforce Optimization program. Software allows organizations to be better with their time and labor which impacts the organization’s bottom line.
Here are six rules for inbound contact centers:
Workforce management is a struggle for many contact centers due to high turnover, attrition, shrinkage and agent adherence to schedules.
Being able to keep costs low while maintaining customer service levels can be challenging. Many organizations use spreadsheets which do not support multi-skills for agents. If you are not using a workforce management tool, you are paying more in labor than you should be or you may have calls backed up due to not having the right people in the right place. Here are a few benefits of implementing a workforce management software program: