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Cloud-based Workforce Management and You

Updated: Apr 15, 2022

Businesses are tasked with keeping up with the ever-growing IT landscape to remain relevant and competitive. Dimension Data 2015 Global Contact Center report indicates that contact center environments are lagging on workforce management, thus losing efficiency. The report highlighted that approximately 29% of the contact centers work without workforce management (WFM) solutions. Additionally, it is discovered that most contact centers are ignoring two major growth areas, social media and webchat operations, failing to automate their planning, monitoring, and tracking in line with these areas. Several businesses are already benefiting from cloud-based contact centers to evaluate their customer interactions. Below are some points to consider when deciding whether or not to implement WFM into your business operation.



Cloud-Based Workforce Management for Call centers
Cloud-Based Workforce Management

Benefits of implementing WFM for Contact Centers


Cloud-based Solutions May Be Cheaper Than Premise-Based Contact Centres.

The fear that cloud solution is expensive has been addressed, and the data shows that this is not always the case. The latest versions of cloud solutions offer zero investment in the acquisition of hardware and software licenses. The business does not incur any cost in operating, upgrading, and supporting the equipment. It is estimated that the majority of users that invest in cloud-based WFM acquire their return on investment (ROI) after the first month and lower their total ownership cost. Additionally, the flat monthly fee includes all new functionalities, innovations, maintenance, and support.


WFM Cloud Solution Is Integrated with Your Current Premise-Based Infrastructure.


The latest version can effectively link your existing ACD/CTI solutions through web-based service for faster, smooth data collection and real-time statics.


Cloud-based WFM Simplifies Life


The availability of backups eradicates the fear of disaster recovery and puts in place a contingency plan, thus promoting peace of mind. You can save money and time since the technology is implemented and taken care of in software, hardware, and upgrades.


WFM Cloud Solution is Flexible and Scalable.


It allows you to grow or shrink your contact center to meet ever-changing market requirements. The server capacity is scalable in minutes using the same monthly fee, and it allows you to add employees during seasonal peaks.


It is Secure from Cyber Attacks


One primary concern that is often raised in cloud-based WFM conversations is security from cyber attacks. WFW cloud providers have stable and trusted security policies. The vendors continue to invest in security and provide clients with a more secure IT environment than premise-based providers.


Best-fit Workforce Management Solution Software


The cloud technology used in administering and implementing WFM technology is becoming vital to organizations under pressure to reduce expenditure, maximize workforce productivity, and improve profits. With workforce management software, businesses can plan, track, and manage employees’ operations, including schedules, labor requirements, and paid time off. Companies can use this software to determine future labor demand and efficiently manage the current workforce. The key to implementing the best-fit workforce management software is deploying the right people to the right place at the correct time to provide improved customer service and hand over additional control to employees.


To qualify as best fit workforce management solution software in a contact center, the software should do the following:

  • Predict the staffing numbers according to historical data

  • Predict customer call demand

  • Provide managers with visibility into the agents’ performance and call volumes

  • Allow for editing and creation of agent schedules

  • Provide dashboards for analysis and call recordings to allow managers to examine agents’ performance and quality.

Below is some high-rated workforce management software for call centers worth examining.


NICE CXone


With a rating of 4.3/5, NICE CXone is one of the best cloud contact center software known for its amazing cloud customer experience platform. It combines omnichannel routing, workforce optimization, analytics, artificial intelligence, and automation. This software enables organizations to provide excellent customer experiences by quickly meeting customer expectations.



Talkdesk


Talkdesk is regarded as a world customer experience leader to companies that want to provide an excellent experience. It has a rating of 4.4/5. Through speedy innovation and global footprint, Talkdesk ensures businesses everywhere deliver improved customer experiences using any channel. The result is enhanced customer satisfaction, reduced costs, and increased profitability. Its contact center could software provide an end-to-end client experience solution that connects consumer simplicity and enterprise scale. It has over 1,800 client companies, including IBM, Trivago, Acxiom, and Fujitsu.


Genesys Multicloud CX


The software provides a customer engagement platform called Genesys platform for the enterprise. The call center software also provides multinational and multiple locations, populations, and large peak volumes, including outsourcing. It also offers complete customer service agent and customer journey management to manage both experiences across all channels. It has an easy-to-use design that is quickly deployed to administer and configure customer experience. Its flexibility makes it easier to use by businesses with changing dynamics.


Dixa


It is a customer service software that enables brands to formulate excellent experiences for support teams and customers in a friendly, conversational, and engaging way. The software combines chat, email, voice, and messaging apps in one platform, thus improving conversation with customers. The innovation encourages customer loyalty and customer friendships. Dixa provides agents with access to needed information for fast, effective, and efficient customer service. It has customer recognition features enabling you to know the customer the moment they make contact. By providing agents with the customer’s conversation history, Dixa helps customer service agents to serve clients better. Other features include global scalability and flexible pricing, VoIP, IVR, click-to-call, call-back, automation, call-recording, and quick responses.


Essential of Call Center WFM Strategy


An effective workforce software solution for call centers promotes a consistent service level. It should help businesses find insights and streamline the centers in the following area:

Forecasting- a software that provides historical data can help your agents to forecast customer activity. The agents will know times of the day with spikes and dips of customer interactions, helping the organization plan future market campaigns.


Management- The WFM solutions provide information and tools to managements that can help them act quickly. It also helps management to identify unplanned events and engage in resolving them.


Employee- WFM software provide schedules according to customer needs. Proper assigning of agents help customers get customer service agents to respond to their queries any time of the day and on any channel, they are using. Workforce management software allows management to access real-time data to assess if customer demand exceeds agent capacity.



Many businesses are embracing Cloud-based workforce management solutions across the globe. It can help allocate your employees in various departments to ensure business success, meeting customer demand and productivity. This paper has focused on workforce management (WFM) solutions for call centers and how they can affect business performance. Embracing business technology in a call center will ensure efficient employee allocation, improved sales, and good decision-making by management.

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