--- title: How WFM Software Improves Customer Satisfaction and Agent Morale description: Discover how leveraging WFM software as the foundation of your contact center operations helps to improve both customer satisfaction and agent morale. image: https://blog.communitywfm.com/hubfs/customer-satisfaction-faces.jpeg --- [![cwfm-lightbg-horiz-white-bg](https://blog.communitywfm.com/hs-fs/hubfs/cwfm-lightbg-horiz-white-bg.jpg?width=250&height=50&name=cwfm-lightbg-horiz-white-bg.jpg "cwfm-lightbg-horiz-white-bg")](https://www.communitywfm.com/) - [Products](https://www.communitywfm.com/solution) - [Enterprise](https://www.communitywfm.com/solution-enterprise) - [Essentials](https://www.communitywfm.com/solution-essentials) - [Tour](https://www.communitywfm.com/tour-overview) - [Services](https://www.communitywfm.com/services) - [Onboarding](https://www.communitywfm.com/steps-to-success) - [Customer Success](https://www.communitywfm.com/wfm-customer-success) - [Cloud Hosting](https://www.communitywfm.com/cloud-hosting) - [Managed Services](https://www.communitywfm.com/managed-services) - [Custom Integrations](https://www.communitywfm.com/custom-integrations) - [Blog](https://blog.communitywfm.com) - [Resources](https://www.communitywfm.com/resources-content-library) - [News](https://blog.communitywfm.com/news) - [Case Studies](https://www.communitywfm.com/case-studies) - [Content Library](https://www.communitywfm.com/resources-content-library) - [ROI Calculator](https://www.communitywfm.com/wfm-roi-calculator) - [Self Assessment](https://www.communitywfm.com/workforce-management-software-self-assessment-tool) - [Partners](https://www.communitywfm.com/technology-partners) - [Company](https://www.communitywfm.com/about-us) - [About Us](https://www.communitywfm.com/about-us) - [Compliance](https://www.communitywfm.com/security-compliance) - [Careers](https://www.communitywfm.com/careers) - [Events](https://www.communitywfm.com/industry-events) - [Contact](https://www.communitywfm.com/contact) - [![Get Started](https://no-cache.hubspot.com/cta/default/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f) [![https://www.communitywfm.com/](https://blog.communitywfm.com/hubfs/CommunityWFM_March2020/images/logo-scrolled.svg "https://www.communitywfm.com/")](https://www.communitywfm.com/) [![Request a Demo](https://no-cache.hubspot.com/cta/default/7197233/f9a49dcb-2777-45b8-b812-779b804fc84f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/f9a49dcb-2777-45b8-b812-779b804fc84f) - Products - [Overview](https://www.communitywfm.com/solution) - [Enterprise](https://www.communitywfm.com/solution-enterprise) - [Essentials](https://www.communitywfm.com/solution-essentials) - [Tour](https://www.communitywfm.com/tour-overview) - Services - [Overview](https://www.communitywfm.com/services) - [Onboarding](https://www.communitywfm.com/steps-to-success) - [Customer Success](https://www.communitywfm.com/wfm-customer-success) - [Cloud Hosting](https://www.communitywfm.com/cloud-hosting) - [Managed Services](https://www.communitywfm.com/managed-services) - [Custom Integrations](https://www.communitywfm.com/custom-integrations) - [Blog](https://blog.communitywfm.com) - Resources - [News](https://blog.communitywfm.com/news) - [Case Studies](https://www.communitywfm.com/case-studies) - [Content Library](https://www.communitywfm.com/resources-content-library) - [ROI Calculator](https://www.communitywfm.com/wfm-roi-calculator) - [Self Assessment](https://www.communitywfm.com/workforce-management-software-self-assessment-tool) - [Email Newsletter](https://www.communitywfm.com/workforce-management-newsletter) - Information - [Partner List](https://www.communitywfm.com/technology-partners) - [Partner Portal](https://www.communitywfm.com/partner-portal-access) - Company - [About Us](https://www.communitywfm.com/about-us) - [Compliance](https://www.communitywfm.com/security-compliance) - [Careers](https://www.communitywfm.com/careers) - [Events](https://www.communitywfm.com/industry-events) - [Contact](https://www.communitywfm.com/contact) - Site Language - [French](https://www.communitywfm.com/fr-ca/) - [Portuguese](https://www.communitywfm.com/pt-br/) - [Spanish](https://www.communitywfm.com/es-mx/) - [![Get Started](https://no-cache.hubspot.com/cta/default/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/139fb097-adb2-46d5-b0e1-cbbb5250de4f) ![wfm-modern-remote-chat](https://blog.communitywfm.com/hs-fs/hubfs/wfm-modern-remote-chat.jpeg?width=1920&name=wfm-modern-remote-chat.jpeg "wfm-modern-remote-chat") # CommunityWFM Blog #### Looking for a modern approach to workforce management? [![LEARN MORE  ](https://no-cache.hubspot.com/cta/default/7197233/0d6088b9-28c4-46d9-a533-6f974cee348b.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/0d6088b9-28c4-46d9-a533-6f974cee348b) ## Recent Posts - Filter By Topic ** [← ← Return to blog main page](https://blog.communitywfm.com/) [Workforce Management](https://blog.communitywfm.com/topic/workforce-management) # How WFM Software Improves Customer Satisfaction and Agent Morale ![How WFM Software Improves Customer Satisfaction and Agent Morale](https://blog.communitywfm.com/hubfs/customer-satisfaction-faces.jpeg) ## Share [mailto:?body=https://blog.communitywfm.com/wfm-software-improve-customer-satisfaction](mailto:?body=https://blog.communitywfm.com/wfm-software-improve-customer-satisfaction) ![CommunityWFM Team](https://blog.communitywfm.com/hubfs/communitywfm-c-logo-only.png) Written By [CommunityWFM Team](https://blog.communitywfm.com/author/communitywfm-team) On Jul, 23 2021 4 minute read While many contact centers turn to workforce management (WFM) software to improve their own operational efficiency, sometimes there is an additional unforeseen benefit of implementing this technology. And it’s related to a core pillar of why a contact center exists in the first place. Without satisfied customers who return to your company and refer their friends and colleagues, sustained growth and expansion can be difficult. This is a reason why contact centers play such a crucial role in the success of a business. With all of this said, here are a few reasons why excellent WFM software helps companies improve customer satisfaction and retention to make this desired growth possible. **A solid agent forecast decreases customer response times** – As a customer, one of the most frustrating actions a business can take is… inaction. Whether being stuck on hold for ten minutes or waiting half a day for an email response, it’s easy for them to feel like they aren’t important when your company fails to respond. Reducing this failure rate is why [WFM software](https://www.communitywfm.com/solution-enterprise) with sophisticated forecasting capabilities is important for improving customer satisfaction. Having the exact number of relevant agents staffed is a great way to keep customers happy with the lowest overhead cost possible. | [![cwfm-enterprise-booklet-cover-image-691x867](https://blog.communitywfm.com/hs-fs/hubfs/cwfm-enterprise-booklet-cover-image-691x867.png?width=220&name=cwfm-enterprise-booklet-cover-image-691x867.png)](https://www.communitywfm.com/enterprise-booklet-workforce-management-software-staffing-automation-optimizations)   | ### [Want to learn more about modern forecasting and how it can impact your contact center?  ](https://www.communitywfm.com/enterprise-booklet-workforce-management-software-staffing-automation-optimizations) ### [Click here to learn all about the CommunityWFM Enterprise solution, featuring our industry leading forecasting solution!](https://www.communitywfm.com/enterprise-booklet-workforce-management-software-staffing-automation-optimizations) | | --- | --- | **Agent skill tracking reduces customer transfers and frustrations** – Once a customer gets through to an agent, a poor experience is when the agent is not able to completely solve their issue. Before you know it, the customer is in the middle of an agent ping-pong session, and they’ve wasted a half hour on the phone speaking to multiple agents. To reduce the frequency in which this scenario occurs, utilize agent skill tracking within your WFM software to ensure you always have a diverse set of agents on staff. For example, if an agent does identify that the customer’s issue requires a technical agent, have them apologize and reroute the customer right away to an agent with the right skill. WFM software prevents your contact center from getting into a situation where on Tuesday day you have several technical agents staffed but when Thursday rolls around you don’t have any available. Consistent staffing is critical to maintaining a high rate of customer satisfaction. **Creating happier agents often results in happier customers** – When you’re looking to improve customer satisfaction, take a step back and look at the happiness and morale of your agent workforce. Are they working when they want to? What channels (phone, email, etc.) do they prefer? If possible, configure your WFM software to assist in improving the scheduling process. [Shift bidding](https://blog.communitywfm.com/shift-bidding) is a great solution to boost internal happiness because it enables agents to pick a block of shifts that aligns with their lifestyle instead of being dictated a schedule every week. Having high morale in your contact center with agents that work on the channels they want to and during the time of day they desire will come across in customer conversations. This strategy has been proven to help drive an increase in customer satisfaction. **Data from WFM software can assist in refining the overall customer experience** – The final way WFM software helps with increasing customer satisfaction is through the sophisticated information the technology provides. It’s no secret that measuring customer satisfaction is a complex process involving many different departments. While WFM software doesn’t include direct customer satisfaction tools, it provides essential data linked to customer satisfaction that no other solution can offer. As an example, we stated in our last reason that there is a link between agent and customer happiness. Don’t forget that the connection works both ways. Even if you have a high [Net Promoter Score (NPS)](https://www.hotjar.com/net-promoter-score/), there may be underlying factors behind the score that indicate only a certain segment of customers really like your business. If you notice a trend in your WFM software that agents tend to arrive late or call out frequently for morning shifts, it may indicate that your European customers are less satisfied and more difficult to work with than your U.S. customers. Examine closely both your NPS and [WFM adherence](https://www.communitywfm.com/adherence) information to see if any trends appear and act quickly to resolve them.   To summarize, excellent WFM software helps to improve customer satisfaction because the solution is a direct line into the true feelings and capabilities of your agent workforce. When properly leveraged, WFM software is the foundation of contact center operations by improving both customer and agent morale in uniquely different ways. [← ← Return to blog main page](https://blog.communitywfm.com/) ### Subscribe to our newsletter We hate spam. You’ll only receive essential emails. ## Subscribe to our blog and get new posts in your inbox! Click here to subscribe ### Subscribe today! #### About Us CommunityWFM is one of the leading workforce management software companies in the industry. Our unique history is rooted in workforce management consulting and we'd love to share our insights and expertise with you through our blog content.  [Learn More](https://www.communitywfm.com/about-us) #### Download eBook [![Enterprise eBook CTA](https://no-cache.hubspot.com/cta/default/7197233/5595f428-86d5-4fc8-b83e-c63329c5d455.png)](https://cta-redirect.hubspot.com/cta/redirect/7197233/5595f428-86d5-4fc8-b83e-c63329c5d455) ### Popular Posts #### Popular Topics - [Workforce Management](https://blog.communitywfm.com/tag/workforce-management) - [WFM Scheduling](https://blog.communitywfm.com/tag/wfm-scheduling)  - [Cloud Software](https://blog.communitywfm.com/tag/cloud-software)  - [Gig and Temp Employees](https://blog.communitywfm.com/tag/gig-and-temp-employees) - [Shift Bidding](https://blog.communitywfm.com/tag/shift-bidding) - [Intraday Management](https://blog.communitywfm.com/tag/intraday-management) - [Contact Center](https://blog.communitywfm.com/tag/contact-center)  ### Recent Posts © 2005-2025, CommunityWFM and Workforce Management Software Group, Inc. 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