Walk into any call center during a high-volume call period and listen to the reps handling the random calls. It all seems rather chaotic, but there is a pattern that, with the help of computers, breaks down into a predictability that allows managers to:
Arising from the foregoing is the process of workforce management (WFM) where a strategy emerges that:
The principal advantage of workforce management is its use of analytics. Tom Lockwood and Vicki Herrell’s article in Contact Professional puts it this way:
“Though analytics apply throughout the contact center, they are superbly effective in the management of the workforce…. More to the point, perhaps, analytics offer advantages—such as quick access to relevant information and job-specific dashboards—that have a direct relationship to managing and motivating center staff for maximum efficiency.”
The real return on your operation’s biggest cost center — your people — has less to do with the WFM system than how you leverage its analytics into a truly enabling technology. The advantage of going to the cloud is that your system was devised by geniuses for use by non-geniuses. When you place it in the hands of people who are trained how to use and analyze WFM, it could be the key event that turns your call center from a major cost center to the golden doorway of profits and optimum customer experiences.
If you’re looking for cloud call center services that meet the criteria of longevity, reliability and HIPAA privacy compliance, contact us. We’ll get you going without the upfront costs of software and additional servers.
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