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?
In a call center, a workforce management system is a specialized software tool that helps with forecasting call volumes, creating employee schedules, monitoring real-time performance metrics, optimizing the overall efficiency and productivity of the call center staff.
There are many workforce management applications. One such application in the best workforce management software is the implementation of performance tracking and coaching tools.Â
These tools monitor key performance indicators (KPIs) such as:
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!
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Convin is an AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
