Cloud Contact Center Software with Work Force Management

Staffing a call center is tricky.

The good news is that the newest cloud contact center software has an application called Work Force Management (WFM), that uses your company’s data to help you do it.

In this video, AeroCom President, Mike Smith explains 3 of the best ways WFM can help your company staff more efficiently, which will save your company on labor, increase employee retention, and prevent costly mistakes, resulting from taking-on the wrong projects.

Which cloud contact center software providers should your company quote? Click below and ask Mike.

Ask Mike

About Mike
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. You can also hear him as the host of the popular Information Technology podcast, ITsmiths with Mike Smith. Follow Mike on LinkedIn, Twitter or SpiceWorks.

Transcript

So if your company has an antiquated call center software, and you’re looking for a reason to make a change to a new contact center software, look no further than Work Force Management.

It’s a term out there used by a lot of the dozens of cloud contact center providers out there that you can use. And it’s a really good feature, or application I should say, that they have available within their solution.

What it means, Work Force Management, what it enables you to do is number one, it allows you to predict, based on past data, how many people you need to staff within your contact center. So it can take into consideration chat statistics, as well as calling statistics, email statistics, and all of the different omni-channel ways your customers are reaching out to you. And it can tell you how many people you need to staff based on skill requirements or time of day or seasonality within your contact center.

So the more data it has, the better it predicts. And it’ll help you from being understaffed or overstaffed, which could save your company thousands and thousands of dollars in either just sunk labor costs, and people sitting there and having nothing to do, or when your customers are having bad customer experience, because you’re totally overloaded and you’re understaffed. So you don’t want that stuff to happen. And Work Force Management can help you avoid those situations.

The other thing Work Force Management can do is it can empower your employees to actually create their own schedule. So employees can go in there and schedule their own days that they’re going to work whenever they like to, and it enables them to do that. So that’s very empowering for the employees to do so they don’t feel like the schedules are being pushed down onto them. And they have obviously parameters that you can set up for that.

And then another thing Work Force Management can do is say, you’re a contact center where you’re deciding whether or not to take on a new project. So what Work Force Management can do is it can, if you enter in a couple of different aspects of that project, it can tell you if you have enough staff and how long it’ll take you to complete that project. It’ll take things into account like break times, vacation times, whether or not there’s going to be chat that’s going to be used, all of the different types of things that it needs to take into consideration. It can do that. And it can tell you accurately whether or not you should take on that project or whether you’ll be understaffed and can’t complete it in the time that the client wants. So workforce management can do a lot for your contact center, really drive a lot more revenue and really save you on a lot of labor costs.

So if you’re looking for a reason to switch off some antiquated software, and justify it financially, I’m sure your leadership team, once they see work force management, and what it can do for your company, it’ll really revolutionize the money that’s being generated or lost from your contact center today, and it’ll justify that decision.

If you’d like some recommendations on the best cloud contact center service providers, please reach out. I’m happy to help. This is what I do as a broker. I’ve been doing this for 20 years. I can tell you, based on your company’s requirements, there’s dozens of options out there. I can tell you the best three to four service providers your company should be quoting, and why. And the nice thing is, as a broker, we don’t charge you a dime. So there’s no reason you need to do all this research on your own and Google for hours. You’ll probably still, even after hours of research, never find the right service providers to quote. That’s why just email me, give me a call (714-593-0011). I’m happy to help put you in the right direction and get you introduced to the right people who will give you great quotes that’ll fit your company specifically.

I hope that helps. Have a great day.