This glossary contains definitions for dialogue cloud, dialogue Management, Contact Centers and customer experience terms.
Workforce management (WFM) is about optimizing the efficiency of the workforce within an organization. These processes generally include forecasting, scheduling, data collection, data analytics, budgeting, recruiting, field service management, human resource management, training and performance management. It is applicable on many types of organizations, but mostly used in the context of call centers or contact centers. It gets both more important and more complex in an omnichannel customer support strategy.
A workforce management system help to stay on track with the preset goals of the workforce management strategy. Software solutions are incremental in managing this process of connected solutions. Workforce management software makes it a lot easier to schedule effectively and optimize staffing to conform to the forecasted requirements.
Forecasting, scheduling and optimization are essential elements, but largely dependent on the extent to which data collection and analysis has been done right. That’s why it is important to track the right metrics beforehand. Examples of such metrics are the duration and number of contacts, sales figures, orders and check-outs. However, it depends largely on the organization which metrics are relevant to track and analyze. When done right, the company will most likely grow in productivity and increase professional reputation, which comes in handy when hiring new suitable employees.
Workforce management software is a solution to be able to manage a number of elements to increase workforce productivity. Staffing requirements, short-term peak loads, availability, holidays, budgets, skills, labour law-related restrictions, as well as contractual terms are some examples of elements that can be tracked within such a solution in order to better forecast, schedule, manage and optimize staff and labour.
While the above mentioned are the necessary essentials, not all workforce management software solutions support all customer channels. This can be a big letdown when managing an omnichannel contact center. Anywhere365 tackles this issue by providing possible integration for a number of CRMs and customer communication channels with its cloud-based solutions. Managing an omnichannel workforce has therefore been made relatively simple, in order to be able to continuously improve the customer experience.
Learn more about the Anywhere365 workforce solutions here.