Workforce Management System
Hi! Conviner here - your call center terminology assistant!
“Did you know that workforce management systems have existed since the early 20th century when punch card machines were used to track employee time and attendance?”
1. What is a workforce management system?
Workforce Management System in a Call Center is a specialized software tool that helps with:
- Forecasting call volumes
- Creating employee schedules
- Monitoring real-time performance
- Optimizing agent efficiency
2. What is a Workforce Management example?
An application of the workforce management system is the implementation of performance tracking and coaching tools.
These tools monitor key performance indicators (KPIs) such as:
- Average handling time
- First call resolution
- Customer satisfaction scores
Managers can use this data to identify areas for improvement, provide targeted coaching to agents, and optimize overall performance in the contact center.
That’s all, folks!
