How Workforce Management Accommodates Today's Dynamics

Did you know the demographics of the typical contact center workforce are changing? Organizations running a customer service center no longer have to rely on the talent available within driving distance of the center to staff the phones. Likewise, the typical workday no longer has to conform to the traditional eight to five boundaries. 

As a result of a changing contact center environment, available workforce management solutions also have to change. These platforms have to be available online, they have to accommodate for the mobile employee and they have to conform to flexible scheduling. Today’s contact center is not just focused on filling quotas. Instead, today’s center wants to support a positive work environment to ensure optimal performance and quality customer service. This means supporting the work-at-home agent that needs access to the contact center network from their home office. It also means allowing the single mom to work a different shift so she can be home when her kids get off the bus. It may also mean allowing agents to interact with the scheduling tools online to ensure complete visibility and optimal performance. 

The changing face of the industry means that providers focused on delivering innovative solutions also have to change. It’s not enough to allow managers to easily forecast for upcoming call volumes and schedule staff accordingly. Today’s workforce management solution has to not only forecast, but also automate staff scheduling according to volume, training, requested time off, skill sets, availability and more. 

Workforce management and contact center solution provider Teleopti, recognized the changing environment within the industry and developed a sophisticated and multi-dimensional mechanism that enables the contact center to manage a number of channels, skills, media channels, in-house agents and virtual contact center agents. The company provides the solution necessary to support the organization’s workforce optimization strategy. 

To accomplish this goal, Teleopti focuses on continuous improvement and the development of solutions that specifically meet the evolving and dynamic needs of the customer base. The company also works hand-in-hand with contact centers to ensure its solutions can address the complexities in the modern contact center. In fact, its latest release includes more than 100 improvements based on feedback from the trenches – those using workforce management solutions on a daily basis. 

Teleopti has partnered with TMCnet to offer a free webinar, exploring the challenges for the contact center in a world in motion. Join industry leaders on March 5, 2013 at 1:00 p.m. EDT as they explore the changing face of workforce management today and why this critical tool can make a measurable difference in today’s contact center environment.

To register, click here.


Edited by Jamie Epstein