Workforce Management

Rapid advancements in technology are redefining the ways in which customers and organisations interact. In this whitepaper, we explore seven key digital trends in the contact centre that present opportunities to enhance customer experience. The importance of providing good quality digital conversations - 94% of consumers are frustrated by disjointed encounters with organisations. The power of Instant Messaging as a primary service channel - 70% of UK consumers feel more connected to businesses they can message. How Service Simplification is...

By 2025, millennials will comprise 75% of the workforce, forcing companies to adjust workforce management tactics. Research and reports have shown that employee turnover is the No 1 challenge when employing millennials. To address this issue, contact centres need to look at how the needs and wants of millennials differ from older generations. Using this knowledge, contact centres will be able to reduce attrition rates while increasing company performance. To keep on top of the curve, download this eBook and...

Consumers across generational age groups and particularly those within the Generation Z and Millenials bracket have an expectation that communication with a brand should be possible via any preferred channel such as phone, email, chat, advanced messaging apps or social media. As these expecations have evolved, contact centres have also progressed to keep pace and provide a first-class customer experience across both multi-channel contact centre and omni-channel contact centre set-up. However, how have these set-ups impacted forecasting and scheduling? Download...

Agent remote working has enabled the work/life balance the contact centre industry has been talking about for years. However, with these benefits, come challenges that need to be addressed to ensure long-term success. For example, for organisations, having visibility into agent actions to ensure compliance is a must have. Mirroring the teamwork and motivation agents previously received in the office is also necessary for employees to remain engaged. Finally, providing real-time support and coaching for agents as they previously had...

For contact centre leaders, the pressures to maintain service levels while dealing with high turnover, remains a constant challenge, and this is where WFM software comes in. To rise to the challenge, contact centre leaders are looking for smart Workforce Management tools that enable them to improve agent productivity and morale whilst also boosting service level performance. But with a crowded WFM market filled with seemingly similar products, what does next-generation WFM really look like? Download this buyers guide for...

Each year, Call Centre Helper run a survey to provide the latest and most valuable insights into the fundamental framework of the contact centre. Their survey covers multiple topics. These include customer trends, contact centre initiatives and contact centre technologies such as Workforce Management. As a sponsor of the Workforce Management chapter, we are pleased to help circulate the 2020 results of how contact centres are faring with their WFM technology.

Are you in the midst of putting together a business proposal for why your contact centre needs Workforce Management? Or perhaps your just starting your research into why this technology can be a fit for your business. Either way, our useful guide will help inform you as to why Workforce Management technology is a must in remaining competitive whilst effectively managing costs and maintaining operational efficiency.  Our handy guide covers: An Introduction to Workforce ManagementScheduling within Workforce ManagementEmployee Engagement/satisfaction with Workforce ManagementIncreasing customer...

Despite the rise of analytics and automation,  contact centres remain a human-centred industry. Agents engage with callers, and the success of these interactions depends on personal connections. Skilled team members are the undisputed key to survival,  and managing them well gives a distinct competitive advantage. The importance of  the employee has remained constant since contact centres first began. Download this paper to find out more about: Rising contact centre industry pressuresOrganisational and employee needsHow employee expectations and needs are evolvingHow to...

Workforce Management technology has come a long way in a very short period of time. Nonetheless, there seems to be a lack of understanding on how this technology can help contact centres improve their resource planning, customer service and employee engagement whilst reducing staff turnover and overall operational costs.   Based on our survey, many contact centre professionals are still not convinced on the benefits Workforce Management can deliver to their organisation.

This latest industry white paper uncovers what's driving hosted Workforce Management (WFM) uptake. Identifying financial, operational and technical considerations it provides an overview of organisations who naturally align to the hosted model. Also providing best practice practice procurement tips, it is an invaluable guide to any company currently considering whether or not to invest in hosted WFM. Content covers: Introduction/Market TrendsWhy consider Hosted Workforce Management?Key considerations to keep in mindOrganisations who would benefit from Hosted WFMQuestions to ask the vendor Who should be reading this...

It’s all about change. Change is happening in the way we communicate, in the way we work, in the way we do business. As a contact centre professional, how do you bring together  employees, customers and corporate demands to run the contact centre in an efficient, productive,  engaging way to satisfy all constituents? We believe Workforce Management (or WFM for short) can help. And our latest survey ‘The State of Workforce Management in Contact Centres – 2017’ shows that more and more contact centre...

Is your workforce planning running smoothly? Evaluate your service performance and KPIs based on the handy checklist below to see if you’re on track. Discover if you’ve fallen into some bad habits or are missing out on new opportunities. Our handy checklist covers: : Making sure your forecast and schedules are in syncUnderstanding why your KPI targets are set to what they areEnsuring your forecasting algorithms are matching the channelEnsuring you are actively looking for new ways to reduce overheadConducting "post-mortems"...