Archives Providing Great Service With Contact Center Workforce Management By Lindsey Higgs and Joanie Rufo, AMR Research Picture an empty cubicle in a contact center. The right person-Populating that cubicle with a fully trained, knowledgeable, friendly agent who is scheduled to work the most appropriate shift. While we have seen enormous investments in interaction management and contact center software that cover the right contact and the right information, companies frequently overlook the third piece of the service puzzle.
Great service comes from great agents, and workforce management software can help.
Many people think of scheduling and forecasting software from vendors such as Blue Pumpkin Software and Aspect Communications when they think of workforce management, but a full workforce management technology strategy includes much more than just scheduling. E-Learning systems that recognize skill gaps and automatically push course content to agents. Witness Systems, Knowlagent, Ulysses Learning, and Envision Telephony each sell such e-learning systems. Incentive Management systems that track performance and rewards for those who exceed expectations. This is available from the major CRM vendors as well as niche players such as Callidus, Synygy, and Incentive Systems.