On Apr, 9 2021
The evolution to SaaS (software-as-a-service) and cloud-based networks has changed the way employees operate. Many companies are leaving or have already left their on-premise software installs behind and have chosen the cloud for improved security, reliability, scalability, and so much more.
But how has moving to the cloud with workforce management (WFM) software changed the way contact centers function? Here are some of the top ways cloud-based WFM software in the contact center has modernized shift work.
A WFM analyst often has a larger agent pool to work with – Simply put, you need cloud-based WFM software to enable remote agents to do their job effectively. It makes the life of a WFM analyst considerably easier when they can staff all their agents through the cloud-based software. It also opens up unique staffing opportunities. Need an agent that is proficient in a specific channel for a shift tomorrow? Instead of having five agents on staff with this skill, a WFM analyst can now have twice as many agents or even more to utilize once agents from other locations are factored in. This feature is directly powered by a cloud workforce management solution.
Agents can now react from anywhere when shift alterations occur – Another benefit of enabling your contact center with cloud solutions has to do with agent morale and happiness. While full-time remote agents have a set schedule for the week, they often still receive requests for overtime, shift swaps, and more. A WFM analyst can’t always wait for an agent to log in at home to see a request, and often times agents don’t want to miss out on these shift opportunities because they are out and about on their day off. With shift notifications now available through a WFM mobile app, agents can lead the active lifestyles they desire and accept shift alterations from anywhere. This increased freedom is a huge boost to overall agent satisfaction.
Cloud-based WFM software provides data on multiple locations in one place – A major pain point for some WFM analysts who work with on-premise software installs is getting information from multiple locations in an efficient way. When the software was installed initially, companies had to leverage valuable IT resources to create (and maintain) data connections between systems at each physical contact center. All of these technical headaches don’t exist anymore with cloud-based WFM software. Because agents can log in from anywhere, there is no physical ties to geo-specific software installations. Instead, a WFM analyst often creates “virtual” agent groups (such as by time zone or city) within the cloud software for easy monitoring and data collection. The analyst is able to see shift adherence information in real-time for different groups of agents and can also create timely and relevant reports on these agents. Having all this information in one place natively, without any sort of data obstacles, improves operational efficiency within contact centers.
To summarize, leveraging WFM software that resides in the cloud makes sense for many contact centers because it improves how both WFM analysts and agents operate in a shift environment. By simplifying the information collection and scheduling processes for both sides, it’s a win-win for everyone involved.