Workforce management is a term used for an institutional process that maximizes performance levels and competency for an organization. This process consists of all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. In other words, workforce management is an integrated set of processes that call centers use to optimize the productivity of its agents on the individual, departmental, and entity-wide levels. It also includes determining and providing schedules, forecasting, and adherence for a workforce in their future events.
The process provides a common set of performance-based tools and software for the service optimization in corporate management, front-line supervisors, store managers and workers across manufacturing, distribution, transportation, and retail operations.
The solutions using this management process can be deployed enterprise-wide and through mobile platforms. By using a software solution for demand-oriented workforce management, planners can optimize staffing by creating schedules that obey the forecasted requirements at all times. Moreover, it helps users to observe all relevant legislation, local agreements and the contracts of individual employees including work-life balance guidelines.
These efficient solutions are meant to satisfy the reality of the work that is being presented to agents. These solutions help the agents to inculcate a pool of in-depth and specific talent to be available in order to satisfy customers fully. Some of these talents include:
i) good listening ability
ii) familiarity with keyboard and IT skills and a
iii) knowledge of the business they are working in
iv) familiarity with either specific customers or customer subsets
v) specific technical knowledge
vi) exceptional customer experience and empowerment for the customer
vii) language skills (both in domestic and international markets)
viii) ability to deal with multimedia interactions
ix) Similar regional accent to the caller (where applicable).