Contact centers are dynamic, and the way they are managed is constantly evolving.  Whether it be a small management system, home-built, or a large multimedia platform, companies employ and agents master a variety of tools to meet their day-to-day goals.  Goals that directly impact clients and business.  Without agents, you wouldn’t be able to successfully run your contact center and have happy customers that in turn grow your business—you get the point.  Workforce management (WFM) used to be a costly, hard to implement solution that just wasn’t worth the dollars spent. Many times left behind in solution planning, the need for a WFM solution becomes the elephant within the contact center.  Time to re-think those past perceptions. WFM software is the backbone of your contact center and critical to operations.

Contact centers spend around 70% of their annual budget on expenses that relate to staffing.  Losing one quality agent can have a much wider impact on the overall business.  WFM does not only help manage your business, but operate your culture as well.  Conflicts over scheduling, time management and adherence create unneeded tension that can be easily solved using a workforce management tool.  In a contact center with 30+ agents, the ability for managers to easily manage agent’s schedules can alone save supervisors much needed time.  Not to mention, it standardizes practices, eliminating favoritism and inefficiencies. Empowering agents by allowing them to request their own schedule takes it one step further.  Happy agents, less attrition.

Perhaps the largest area of ROI when implementing a WFM software lies within agent adherence and skill-based scheduling. Controlling agent occupancy rates and receiving reporting based on schedules holds agents accountable and makes your contact center more efficient.  Scheduling agents when you need them and establishing planned breaks allows you to have your star agents only when you need them, saving you dollars.

From day-to-day management of queue volumes, staffing levels, and agent schedules to the bigger-picture business impact, workforce management has become an invaluable tool for any contact center with roughly 30 or more agents. With many affordable and easily implemented solutions, it’s no longer an effort lost in small ROI.  On the contrary, it’s now the key to running an effective contact center, and keeping your agents satisfied. 

Need to know more? Click here to learn how to integrate a workforce management solution into your contact center.