Like many industries today, technology has innovated the way contact centers are run. Both small and large businesses have the option to manage their contact centers in-house or remotely anywhere around the world. With over 43 percent of employees opting to work from home at least part of the time, it may seem impossible for contact center managers to keep track of employee productivity and customer satisfaction.
But with evolving technology has come innovative solutions for managing your contact center’s workforce. Thousands of call centers use workforce management to quantify necessary staffing levels, monitor the satisfaction of customers, evaluate employee productivity and correct performance issues, easing the burden placed on call centers worldwide. Workforce management allows you to understand the unique needs of your company and determine the best courses of action on business decisions.