On Apr, 21 2023
When operating a contact center, some technology integrations are simply better than others. One of the most valuable integrations is linking your workforce management (WFM) software with the right systems. Below are a few of the top benefits a workforce management integration has within a contact center to help drive operational efficiency and reduce costs.
It aggregates key data points for making meaningful decisions – When it comes to building out a workforce management system integration, the first one many contact centers look to complete is with their automatic call distribution (ACD) software. Why? Because the integration is essential for data-driven contact center decision making, especially in real-time throughout the day. Linking an ACD system with WFM software creates a wide range of historical data points that can be analyzed quickly to make timely and accurate staffing adjustments. For example, WFM software can look at key metrics, such as call volume and average handle time, to provide automated guidance around future staffing and scheduling needs. Having this integration in place can make a huge difference to improve both customer satisfaction and productivity while also reducing overhead costs.
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An integration lets you manage channels more effectively – Building out an ACD integration for phones is great, but what about other (and newer) channels like email and chat? With an integrated workforce management system, a contact center can also use historical data to predict impactful metrics across different channels. By keeping an eye on important but unique data, such as email tickets closed, modern WFM software can help with accurately forecasting future volume for a specific channel. If the close rate for emails was higher than normal last week, it may mean some major issues have finally been resolved and fewer agents will be required for the coming weeks.
It creates a single source for critical agent information – Without a WFM integration, key data points for managing agent relationships can live across multiple technologies. Perhaps information about the number of hours worked by an agent in a week is stored in a time management system. Or what if time off balances are kept in HR software. Instead of jumping between different systems for specific information, creating an integration with workforce management software means all of the relevant agent data is in one place. A WFM analyst can adjust the time off balance of an agent directly within WFM software and, because of the integration, the changed value will automatically be reflected within the HR system. Or they can add a shift to a schedule and it will show up in the future when the number of hours paid is calculated by the payroll software. Creating a workforce management software integration with relevant technologies saves time and improves accuracy when managing agents.
In short, there are several benefits when it comes to creating a WFM integration within a contact center. Each one can be leveraged to drive results that improve agent relationships and operations in a different way. As integrations become easier and more common, expect the impact of WFM software to continue to grow!