Workforce Management solutions have been around for a long time but essentially there are two categories of WFM solutions. The ‘pure players’ focus on Workforce Management and specialize in this area and the ‘integrated solutions’ who are tightly coupled to an interaction management platform. When selecting your workforce management solution you should have a clear understanding of the capabilities you require in-order to find the right balance between good operational performance and employee satisfaction. Another topic to keep in mind is how easily you can retrieve information like interaction volume and average handle time without having to create integration projects for each communication channel separately.
What are the 6 capabilities your future workforce management solution should have?
Multi Channel Forecasting – The world is no longer single channel – e-channels and social channels are becoming an increasingly important part of your interaction volume
Multi Site Scheduling – Many operations deal with the complexity of multiple locations. Your WFM solution should cater to specific needs of each location but still allow management of a virtual workforce
Real time Management – The forecast and reality can be two different things. With good real time management capabilities you can learn and improve for the future but also make better intraday decisions
Employee Empowerment – Allowing your employees to trade a shift or bid for work are examples of how you can empower employees and still control contact center performance
Reporting – without proper reporting capabilities you will find yourself without data to make strategic and/or operational decisions
Interaction Delivery – Modern WFM solutions should be tightly integrated with your Contact Center Infrastructure & Enterprise Workload Management applications.
To learn more about these six key capabilities, we encourage you to download our free eBook “Six Capabilities Your WFM Solution Should Have”.