It’s the beginning of the busy season for your contact center and customer demand has skyrocketed.
You expected to jump into this turbulent season but the timing has always been difficult to predict. Even more problematic is the task of accurately forecasting staff for your booming customer needs. As much as you have tried to prepare for this shift, it still feels pretty chaotic. Communicating with agents to cover last-minute schedule changes is a constant concern, and visibility into whether your agents are truly adhering to the defined schedule is a definite challenge.
These are the issues Workforce Management (WFM) is designed to solve. With accurate forecasting, scheduling tools, agent portals, and real-time adherence insights, you have the technology you need to staff your contact center—for the benefit of customers and agents.
In the past, only large contact centers with hundreds of agents tended to invest in WFM due to the high installation, training and maintenance costs associated with legacy solutions. With the rise of easy-to-use, cloud-based solutions, even the smallest of contact centers have discovered the incredible benefits of WFM.
When shopping for a WFM solution, buyers need to consider both cost and return on investment (ROI). Below are just a few of the areas where WFM users typically see savings.
Workforce Management Reduces Costs in Your Contact Center
1. Reduce Sickness
2. Lower Attrition Rate
3. Mitigate Overtime Costs
4. Predict Staffing Needs
5. Monitor Adherence
Simplify Staff Management with Workforce Management
As a cloud-based software solution, DVSAnalytics Workforce Management delivers easy-to-use tools for expert staff management while lowering your Total Cost of Ownership (TCO). Its all-inclusive licensing eliminates hidden costs, allowing your team to take full advantage of the tool. Managed services, included with the software, removes the burden of administration from your busy IT staff.
Download the Buyer’s Guide to Workforce Management to see important points to consider when shopping for a Workforce Management solution.
Leverage your workforce talent, control costs, and reduce agent attrition with DVSAnalytics Workforce Management in the cloud. Contact us today to see how DVSAnalytics’ WFM solution can deliver tangible benefits with cost-savings for your contact center.
