The talk surrounding Apple (News 
- Alert) and the telecommunications industry since June has been the former’s announcement of the iCloud. This innovation in cloud computing will help take us to the next level whether we’re integrating a device, scaling to unlimited storage or setting up a new call center. It also offers innovation in workforce management as we explore the benefits of this platform in the cloud.
A Monet Software blog focused on this topic, providing considerations regarding call center software – and specifically workforce management software – in the cloud. If your call center has a history long in the use of spreadsheets or other manual processes for forecasting and scheduling, it’s time to take a closer look at workforce management in the cloud and the benefits it has to offer.
First, the increasing complexity of today’s call centers is demanding a new focus on workforce management. This trend has emerged due to the growing difficulty call center managers are having in efficiently managing scheduling, forecasting and adherence through traditional means. If you consider the monthly savings of using cloud-based workforce management solutions are higher than the cost of the selected solution, your call center could save money from the moment of launch... Read More
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