Workforce Optimization Software: Strengthening the Foundation of the Contact Center Industry

The contact center industry is undoubtedly one of the biggest and most dominant players in the global business scene, mainly because various types of businesses rely on them for customer support. The crucial role of contact centers in the customer-related activities of these businesses comes with high expectations and numerous challenges such as emerging contact channels, ever-changing customer requirements and the demand for speedy business response. Large corporations are especially keen on achieving high customer satisfaction, quality service levels and optimal employee performance. When all of these goals are fulfilled, all three players – customer, company and employee – enjoy huge benefits. Customers receive good service, employees are rewarded with promotions and/or monetary bonuses and companies earn high revenues.


Recent breakthroughs in contact center strategies have enabled companies to do more with limited resources. This basically means getting rid of redundant and unnecessary elements in the customer support process by utilizing a workforce optimization software program and other automated productivity tools. Proper implementation of these strategies will result in reduced operational costs, happier and more efficient agents and enhanced Customer Experience (CX).


If you think that contact centers are merely hubs for Customer Experience and Net Promoter Score (NPS), then you are clearly overlooking the dynamic nature of a contact center’s multimedia environment. Strategic planning, scheduling, employee handling and budgeting initiatives are necessary to make accurate decisions regarding CX and NPS. That said, having an effective Workforce Management solution definitely has a profound impact on the quality of contact center services as well as the success of the business.


The idea of getting the services of a contact center is founded on its use of computers, VoIP and other communication technologies to provide customer support. It is quite ironic to see that many contact centers nowadays still lack analytical tools necessary for accurate analysis, budgeting and prediction of operating expenses and customer service results. The implementation of a good workforce management software program can help contact centers reduce and possibly eliminate common issues like absenteeism, idle time and poor performance. As a result, the overall quality of customer service provided by the contact center is improved by lowering the rate of callbacks.


WFM software includes features such as agent scheduling tools that optimize employee schedules. Through this, customers are ensured of an available agent to answer their calls and/or address their concerns at any time of the day.


In addition, inbound and outbound agents are given the opportunity to take control over their own schedules and supervisors are able to evaluate their performance easily and grant rewards to those who have perfect attendance and exemplary Quality Monitoring scores. Contact center employees account for almost 80% of the company’s business expenses but the size of these costs can be controlled by implementing an appropriate solution. Using workforce management software can also lead to long-term savings for contact centers in the form of lower costs on recruitment and training. The contact center industry is relatively volatile compared to the manufacturing and retail industries, so the executives and owners of these companies must monitor these changes regularly in order to determine the necessary development and modification on their WFM software.


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