How Can a Workforce Management (WFM) Solution Improve Agent Adherence?

Workforce management (WFM) solutions play a crucial role in optimizing agent adherence. When each and every minute counts, there is no better way to optimize agent adherence than using a WFM software solution. WFM software allows you to easily track and monitor adherence and then, when needed, adjust forecasts and schedules accordingly-all from a central dashboard and with a few mouse-clicks. Typically, WFM software can be customized to automate reporting capabilities and adherence tracking based on your unique requirements. A customized WFM software solution dramatically improves agent adherence by providing:

A flexible schedule that can specifically address your specific requirements like flexible start and end time, time off, fluctuating call volumes, etc. This will result in better utilization of agent time and higher productivity.
Real-time adherence, which uses real-time data from automatic call distribution (ACD) systems to provide up-to-the-moment agent tracking information.
Reducing shrinkage through real-time adherence tracking. Since you are viewing the activities of your agents on a real-time dashboard, you can work directly with them to strictly adhere to their schedules. You can provide data projections, clearly define out-ofadherence, discuss how to work better as a team, and so on.
Accurate forecasts of call volumes. You need to be aware of the capacity of your organization (i.e., how many calls can be handled at one time, total call volume, response times, and other metrics). A WFM software solution improves the level of accuracy in forecasting, creating more optimized schedules that reduce both understaffing and overstaffing. This is an effective way to meet service levels and ensure that it is achieved at the lowest possible cost.