Unlike employee monitoring, which is used to track employees’ performance, workforce management solutions are needed to optimize scheduling and improve workforce efficiency by gaining insights into their performance. They maintain appropriate staff in call centers and cut down operational costs.

In contact centers, workforce management solutions project call volumes, staff shifts, and measure agent performance to optimize staffing and achieve service level objectives.

Contact centers are massive scale operations comprised of a large workforce, focus workforce management focuses on doing more with less but not at the expense of employee performance and engagement, rather they take a strategic, data-driven approach.

They reduce wait times, improve quality of service, and ultimately increase customer satisfaction by optimally scheduling agents, predicting call volumes, and tracking performance.

These include real-time scheduling, forecasting, performance tracking, and reporting, which help operators reduce wasted time with staffing and streamline call center and contact center operations as a whole.