Agent scheduling is a fragile balancing act that affects the balance of profit and loss. Accurate forecasting is imperative for contact centers to ensure agent scheduling meets service levels while minimizing costs. The best defense is a good offense, and for contact centers, that translates to accurate forecasting.
Workforce management (WFM) has always been an important tool in tipping the balance toward profit and away from loss. In the current economic climate, WFM is more important than ever by providing flexible scheduling to ensure contact centers operate at maximum potential and comply with new legislation.
There are nine functions that all WFM software should provide. Most importantly, the software needs to integrate and operate at maximum capability.
Unless a WFM system can perform these nine functions, you will consistently under- or overstaff, resulting in lost revenue. Use the following 9 tips when evaluating the effectiveness of your WFM software or as a guide for purchasing decisions.