Welcome to our comprehensive guide on workforce management (WFM) software for call centers. As you already know, managing and optimizing your call center can be challenging, but using the right WFM software can help improve agent productivity and customer satisfaction. With so many options available in the market, choosing the right software can be overwhelming. In this guide, we discuss the features, benefits, and drawbacks of the best WFM software available to help you make an informed decision.
Why is WFM Software Important for Your Call Center?
Before we delve into the features and benefits of WFM software, it’s crucial to understand what WFM software does and why it’s so important for call centers. In simple terms, WFM software provides real-time data on agent performance, call volume, and customer wait times, among other metrics, to aid in the optimization of agent schedules and resource allocation. This results in more productive agents, improved customer satisfaction, and increased profitability.
Effective WFM software should be able to:
Track Agent Activity
WFM software should be able to track agent activity, including their attendance, time off, breaks, and adherence to schedules. This helps managers identify areas where agents need more training and improve the overall efficiency of the call center.
Forecast Call Volume
One of the primary functions of WFM software is to forecast call volume accurately. This allows managers to optimize schedules and ensure that they have the right number of agents available at all times to handle call volume efficiently.
Optimize Agent Schedules
WFM software can optimize agent schedules based on the predicted call volume, agent skill sets, and customer demand. This results in improved agent productivity and customer satisfaction.
Monitor Service Level Agreements (SLAs)
With WFM software, managers can ensure that their call center meets SLAs by optimizing agent schedules and allocating resources accordingly. This helps to avoid service interruptions and ensures that the call center is meeting its targets.
Reduce Wait Times
By analyzing call volume patterns and agent performance, WFM software can help reduce customer wait times by allocating resources more efficiently and ensuring that the right agents are available to handle calls.
Improve Forecast Accuracy
WFM software can improve forecast accuracy by analyzing historical data, call volume patterns, and agent performance. This allows managers to plan for future staffing needs more effectively.
Track Key Metrics
WFM software can track key metrics such as service level, call abandonment rate, and average handle time. This allows managers to identify areas for improvement and track progress over time.
WFM Software Comparison
Now that we have looked at the importance of WFM software let’s compare some of the best WFM software options available in the market.
| Software | Features | Pros | Cons |
|---|---|---|---|
| Aspect Workforce Management | Call volume forecasting, agent scheduling, real-time adherence, and reporting. | Integrates with Aspect’s call center software, real-time reporting, user-friendly interface. | Expensive, requires IT support for installation and maintenance. |
| Verint Workforce Management | Call volume forecasting, agent scheduling, real-time adherence, and reporting. | Integrates with Verint’s call center software, robust reporting, customizable dashboards. | Expensive, steep learning curve, requires IT support for installation and maintenance. |
| NICE Workforce Management | Call volume forecasting, agent scheduling, real-time adherence, and reporting. | Integrates with NICE’s call center software, cloud-based deployment, scalable solutions. | Expensive, limited customization options, requires IT support for installation and maintenance. |
Aspect Workforce Management
Aspect Workforce Management is a popular choice for contact centers of all sizes. It offers accurate call volume forecasting, agent scheduling, and sophisticated real-time adherence capabilities. The software integrates with Aspect’s call center software, and it is user-friendly, making it easy for managers to use. Real-time reporting is another feature of this software, which provides up-to-date analytics that help managers make informed decisions swiftly. However, the platform’s main drawback is that it is expensive, and it requires IT support for installation and maintenance.
Verint Workforce Management
Verint Workforce Management is another leading provider of WFM software. It provides accurate call volume forecasting, agent scheduling, and real-time adherence capabilities. The software integrates with Verint’s call center software, and it offers robust reporting and customizable dashboards. However, the platform can be expensive, and it requires a steep learning curve to master. Additionally, it also requires IT support for installation and maintenance.
NICE Workforce Management
NICE Workforce Management is a cloud-based solution that provides call center managers with sophisticated call volume forecasting, agent scheduling, and real-time adherence capabilities. The platform is scalable and customizable, allowing businesses to buy only what they need. The software integrates with NICE’s call center software, and it’s easy to set up and use. One of the software’s limitations is that it is expensive, and it has limited customization options. It also requires IT support for installation and maintenance.
Frequently Asked Questions
What is the difference between WFM and workforce optimization (WFO) software?
WFM software is designed to manage staffing levels and schedules, whereas WFO software helps organizations optimize their workforce by providing tools for quality management, coaching, and training.
What are the benefits of using WFM software for call centers?
WFM software can help call centers improve agent productivity, reduce wait times, increase customer satisfaction, and improve profitability.
Can WFM software improve customer satisfaction?
Yes, WFM software can help call centers improve customer satisfaction by reducing wait times, ensuring that calls are answered promptly, and improving the quality of agents’ interactions with customers.
Can WFM software help call centers reduce operating costs?
Yes, WFM software can help call centers reduce operating costs by optimizing agent schedules, reducing wait times, and improving the overall efficiency of call center operations.
Is it better to have cloud-based or on-premises WFM software?
It depends on the size and needs of the call center. Cloud-based solutions are often more scalable and require less IT support, but on-premises solutions offer greater control and customization options.
How accurate are call volume forecasts?
Call volume forecasts are only as accurate as the data used to create them. However, with the right software and data, call volume forecasts can be highly accurate.
What types of companies can benefit from using WFM software?
Any organization with a call center can benefit from using WFM software, regardless of size or industry.
Is it possible to integrate WFM software with other call center software?
Yes, most WFM software can integrate with other call center software, such as customer relationship management (CRM) and automatic call distribution (ACD) software.
What are some of the challenges of implementing WFM software?
Some of the challenges of implementing WFM software include cost, complexity, and the need for IT support.
Can WFM software help with compliance and regulatory requirements?
Yes, WFM software can help call centers meet compliance and regulatory requirements by tracking and managing agent adherence to rules and regulations.
Can WFM software help with real-time reporting?
Yes, most WFM software offers real-time reporting, allowing managers to make informed decisions quickly.
Is it easy to switch from one WFM software to another?
Switching from one WFM software to another can be challenging, depending on the complexity of your call center operations. However, most WFM software providers offer support and assistance to help with the transition.
What are some of the most important features to look for in WFM software?
Some of the most important features to look for in WFM software include call volume forecasting, agent scheduling, real-time adherence, and reporting.
Can WFM software help with employee retention?
Yes, WFM software can help with employee retention by improving the efficiency and effectiveness of call center operations, resulting in more satisfied and productive agents.
Conclusion
In conclusion, choosing the right WFM software for your call center can be challenging, but it’s essential to ensure that your call center is operating efficiently and effectively. We hope that this guide has provided you with an understanding of the features, benefits, and drawbacks of some of the best WFM software available in the market. Remember to consider your call center’s size, industry, and specific needs when choosing the right software. Don’t hesitate to reach out to WFM software providers for additional information and support.
Take Action Today
Now that you have a better understanding of WFM software, take action today to improve your call center’s operations by investing in the right software. Remember, improving agent productivity, reducing wait times, and increasing customer satisfaction will result in increased profitability and growth for your business.
Disclaimer:
The information provided in this article is for educational and informational purposes only. It is not intended to provide legal, financial, or professional advice. Before making any business or financial decisions, please consult a qualified professional.