{"id":1561,"date":"2015-02-12T10:04:00","date_gmt":"2015-02-12T10:04:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-02-12T10:04:00","modified_gmt":"2015-02-12T10:04:00","slug":"outsourcers-need-to-manage-workforce-for-best-results","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/outsourcers-need-to-manage-workforce-for-best-results\/","title":{"rendered":"Outsourcers Need to Manage Workforce for Best Results"},"content":{"rendered":"
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February 12, 2015<\/p>\n

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With companies everywhere looking for that extra “edge” to stay ahead of the competition, everyone is watching the bottom line. Expenses and costs have a way of silently creeping out of control until you find yourself over budget and sinking fast. It’s not a great situation to find yourself in.<\/p>\n

One way to keep everything in check is to practice a conscientious management of your workforce. JaNae Forshee, Senior WFO (Workforce Optimization) Practice Manager at call center leader inContact, is a master of the art who knows how effective it can be.<\/p>\n

“With 60 to 70 percent of contact center costs associated with labor, companies consistently struggle with having or supporting an effective (WFM) strategy,” Forshee recently wrote in a . “Workforce Management is the foundation block for ensuring your contact center is efficient. WFM is more than just forecasting and scheduling; it’s about ensuring that the right people, with the right skills, in the right place, at the right time, [are] across all communication channels.”<\/p>\n

Forshee likens effective workforce managers to those in airport traffic control towers, seamlessly managing the ballet of people and responsibilities. She notes that “No matter how large or small your organization may be, the goal, principals, and process remain constant:<\/p>\n