The most important benefits from cloud-based WFM software are reduced cost, scalability, security, ease of deployment and upgrades and improved reliability. In addition to basic automatic call distributor functionality, cloud-based WFM offers advanced analytics capabilities which enable contact center managers to forecast better.
The nature of business at contact centers makes it heavily reliant on people and therefore scheduling of employees becomes critical. Many contact centers are therefore turning to workforce management (WFM) solutions that provide real-time decision support for labor cost management and improve operational efficiencies and customer satisfaction.
Mainly Workforce Management includes:
• Accurately forecast your customer demand
• Schedule and manage staff effectively with Workforce Management Software
• Empower employees to participate in the scheduling process
• Track and promote adherence to schedules
• Get real-time visibility into staffing and call volumes