Workforce Management

Humanise the workplace series - Workforce Management (WFM) Vacation Planner - Part 2 Today’s contact centre is centred on profitability much as it is around customer service. But finding the right call centre software solution that supports these goals as well as keeping your agents happy can be a major challenge for many Contact Centre Managers, Team Leaders and Resource Planners! We understand that finding the right Workforce Management (WFM) Solution  which balances these 3 key areas is a must....

Humanise the workplace series - Workforce Management (WFM) MyTime Mobile App - Part 1 Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns. As an organisation, these factors need to be considered particularly with the millennial generation, resulting in improved employee engagement and a reduction in agent and customer attrition. Call centre software such as Workforce Management (WFM) can help...

Magnus Geverts at Calabrio Teleopti  - 10 ways to create and maintain a positive culture in contact centers Working in a contact centre is a constant challenge.  While the introduction of self-service and automation has removed many of the simple, repetitive tasks from the frontline, the remaining enquiries are increasingly complex, requiring greater skills, patience and knowledge. At the same time, mobility and the Internet of Things mean customers want an immediate response and expect to interact using a variety...

Is your Workforce Management software still fit for purpose?  If your WFM solution is up for renewal, stop and think if it’s really working for you. Although the initial cost of implementing a workforce management solution may appear large, a quick return on investment can be achieved by not only significantly reducing the amount of time spent creating forecasts, schedules, workforce planning, and reporting, but also by being able to create accurate forecasts that ensure you have the “right person,...

Are you considering implementing a Workforce Management solution? Do you have a number of questions that need to be answered first? With a wealth of WFM experience under our belt, we address the most frequently asked questions when it comes to Workforce Management technology. Do I need Workforce Management? Depending on the size of the contact centre, setting up schedules can be far too complex to be handled in a simple spreadsheet, and this is where Workforce Management, with advanced...

Contact Centre Managers face a real challenge when trying to reduce cost in the contact centre.  Maximising each and every customer interaction as well as keeping the day to day operation of the contact centre running, requires an almost genius balance of workforce planning, productivity, quality and efficiency in every day processes. So here are our top 4 ways technologies help contact centres reduce cost without compromising on quality: 1) Workforce Management Workforce Management (WFM) enables workforce planners to automate the...

Winter is here, and with it comes a group eager to devour all that may lie in their path. Luckily, it’s not the white walkers from the hit show Game of Thrones, but a whole other type of army – shoppers waiting to grab the latest bargains in the lead up to the festive season. Black Friday takes place this year on November 24th and if it’s anything like 2016 which saw an estimated spend of 2.9 billion* (with savvy...

It is no secret that as a contact centre manager you have to be an expert at doing more with less and prioritising your goals as you go along. This usually means keeping your main focus on front office performance and excellent customer service. However, more often than not this can leave the back office, a vital branch of the operational family, at a disadvantage. Fortunately, the same workforce management (WFM) solution which helps keep your front line in check...

As business environments become more competitive, the importance of Gamification and team performance for organisational success increases significantly. NICE Performance Management provides a single source of truth for employee performance data and goals.  In addition, it provides targeted coaching and gamification to motivate the right action. Contact centre gamification is the implementation of game like mechanics in order to influence behaviour and activities. It is used to motivate and engage employees. Contact centre representatives are encouraged to complete objectives and...

Cloud versus on premise. That familiar on-going battle. As a contact centre professional, which one do you choose, particularly when scoping out your requirements for a Workforce Management solution? In a nutshell, there a number of benefits a cloud workforce management solution can deliver in comparison to an on premise. On the other hand, an on-premise solution is more suitable for those complex and tricky installations, allowing you to customise as you see fit. Both deployments come equipped with their...

Business Systems’ partner, Teleopti, has achieved the highest ratings for customer satisfaction in the 2017 WFM Product and Market Report by DMG Consulting LLC. This is the 3rd year in a row that Teleopti WFM has been named a top Workforce Management provider by the analyst firm, consistently receiving high scores from satisfied customers. The report closely examines eight contending vendors, exploring the capabilities of their WFM suites. In addition to DMG’s review of vendors and the WFM landscape for...

It is no secret that as consumers we want to communicate with a brand when we want, however we want, making the multi-channel contact centre a very popular theme. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email (65%) and live chat (58%). Despite this, a recent study found that 58% of retailers provide different answers to the same question across multiple channels. This is not a surprise as...