Workforce Management (WFM)

Utilizing AI in Workforce Management Tools for Call Centers. What is workforce management?

Workforce management software (WFM) refers to the tools and processes an organization uses to manage, measure, and improve employee contributions or output. Workforce management (WFM) software enhances employee performance and service delivery in the contact center.

Core capabilities for workforce management include evaluation and improvement through analytics and business intelligence tools, time management capabilities like agent scheduling, agent performance metrics and real-time tracking view such as wallboards displays (sometimes referred to as performance management), agent assistance and task management, coaching, eLearning, and onboarding.


More WFM Resources:

Leading Workforce Management Software | WFM Software | LiveVox

Scheduling is a necessity, but ultimately the less time you have to spend doing it the better. By replacing manual processes with an automated approach that allows you to create schedules both more efficiently and more effectively, you can free up time to concentrate on other strategic priorities.

Call Center Management Tips, Tricks, and Best Practices – LiveVox

Call centers, especially large call centers, are a constant bustle of activity as agents are helping customers in rapid succession with a variety of issues and queries. Managers can have their hands full with keeping track of employees, policies and processes that are subject to change. Remote work has allowed contact centers to be run completely virtually, and this may require more effort to manage and oversee smooth operations. 

How to Add Speech Analytics Into Your Workforce Management System Workflows – LiveVox

Now with the rise of remote work culture, contact center managers need to figure out efficient ways to tackle quality management issues. That’s why workforce management systems that include speech analysis and quality monitoring are becoming essential.  

How To Use AI as a Workforce Management Tool | LiveVox

workforce management tools call centers can deploy give agents much-needed flexibility that aids with employee engagement. An on-the-go scheduling app, for example, lets agents bid on shifts, swap shifts with their coworkers and make time off requests without needing to go through a complex system.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.