Workforce Management

louis vuitton outlet stores The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact centre management, therefore, is to bring together employees, customers and business goals and run the contact centre in an efficient, productive, engaging, value-adding and profitable way to satisfy all elements of the equation. One of the most important steps to balancing this equation is workforce management (WFM) software, designed to help balance...

Workforce management (WFM) technology has developed alongside the contact centre, coming a long way from the single-channel scheduling tool it once was.Like any tool, however, if not used correctly, it can become more of a burden than a saviour. Here are 5 common mistakes made when scheduling with a workforce management tool and how to avoid them in order to meet targets with less effort, achieve efficient workforce planning and obtain a faster return on investment. The rest of this...

In 2015, our article ‘3 Ways Workforce Management (WFM) can Improve Policing Efficiency’ we touched on how scheduling, forecasting and real time adherence can help the police force improve quality of service and workforce planning, by increasing both resource efficiency and availability whilst reducing unnecessary expenditures. Following on comments and conversations initiated by this article, another important factor emerged. Maintaining employee morale and providing sufficient learning and development opportunities, was highlighted by police workforce planners as one of the key challenges...

[Updated Dec 2019]Contact Centre Managers can face a real challenge when it comes to them trying to reduce cost in the contact centre. To make the most out of every customer interaction requires a balance of productivity, quality and efficiency in day to day operations. Here are our top 5 technologies that can help reduce cost in the contact centre without compromising quality in 2020: 1. Reduce Cost in the Contact Centre with Workforce Management Workforce Management (WFM) technology allows...

Dave Evans, Workforce Management Consultant at Business Systems (UK) Ltd, discusses 3 emerging trends to watch out for in workforce management (WFM) technology. A quick re-cap on emerging WFM trends is below: 1. WFM Improvements in WFM web-based Portals We will continue to see advances in WFM web-based portals – These will be available for employees as well as schedulers, to give true mobile workforce optimisation. Availability such as WFM shift trading and booking holidays will be available through this...

This year we have teamed up with The Forum to find out how far contact centres have come in incorporating Workforce Management (WFM) into their workforce planning operation and into their employee empowerment programmes. Are contact centres ready to accommodate their employees’ changing lifestyles and preferences to improve engagement and loyalty, and empower them towards driving performance and formulating customer experiences? We gathered these results and have released our latest survey report - The State of Workforce Management (WFM) in...

Reduce attrition rates with Workforce Management (WFM) It’s simple - implementing the right call centre software solution such as a workforce management (WFM) system, which comes equipped with self-service functionalities can reduce absenteeism and reduce attrition offering your workforce a greater interest in what they do and a more flexible life style to meet their schedules. Some of the self-service functionalities which are available within WFM include: Workforce Management: Holiday Planner This functionality automates the time off request process, with...

Workforce Management (WFM) self-service and engagement capabilities are key functionalities within Workforce Management technology. It allows employees to view schedules, request absences, view their own performance and self-schedule through preference and availability options. A WFM employee portal provides an organisation with a fantastic opportunity, not only to engage their employees but to also help reduce the management overhead of dealing with workforce planning requests and reporting. As part of the engagement toolkit, the employee portal enables the employee to take...

Workforce Management (WFM) technology has come a long way from the niche, single channel workforce planning and scheduling tool it once was, to the cloud based and cohesive solution offering we have today. The contact centre technology has developed in parallel with the evolution of the contact centre and is still seen as one of the driving tools to utilise in this environment. It has unfailingly enabled organisations to plan and schedule efficiently through workforce planning and resource planning functionality,...

On the 12th of May we held a joint webinar with Call Centre Helper discussing the best ways to introduce and maintain agent empowerment. One thing that was emphasized by all panellists was that to achieve employee empowerment an organisation needs processes, technology and leadership.

Business Systems’ partner, Teleopti, has been named a top Workforce Management (WFM) provider by DMG Consulting LLC in the 2016 WFM Product and Market Report. As detailed in the report, Teleopti WFM received a perfect overall customer satisfaction score and also achieved a perfect rating in key categories including training, implementation, vendor communication and product innovation. Overall, Teleopti WFM ranked ahead of other major WFM vendors like NICE, Aspect and Verint. Working with a partner that has been rated top...

A Definition of Workforce Management Workforce management (WFM) is built to maintain efficient workforce planning and efficient workforce management forecasting. WFM technology includes functionality which contact centres need including scheduling, workforce planning, shift trading and schedule optimisation. It allows workforce planners to quickly and easily allocate the right employees, with the right skill sets at the right time in order to meet service level agreements in the most efficient and cost effective way possible. It allows planners to forecast required...