What is Workforce Management?

Overview

Workforce management software simplifies the task of ensuring a contact centre has the right people available at the right time, across multiple channels, shifts and types of expertise, to achieve its expected service levels.

With workforce management software, contact centre managers are able to analyse the many factors that go into determining appropriate levels of contact centre staffing, which can include:

  • Agent skill levels
  • Labor laws and regulations
  • Agent schedule restrictions
  • Expected fluctuations in demand
  • Goals for service levels

Utilising workforce management principles to maintain appropriate staffing levels helps contact centres ensure high standards for customer service are met, while saving on costs by not overstaffing any particular shift or skill set.

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