About Us

Follow Us!

Small Contact Centers Suffer From Lack of Management Software

By Meredith J. Dean, Executive Vice President at FMSI

In a recent DMG Consulting study, “The Winning Staffing Formula”,
84.4% of contact centers found workforce management tools to be “mission critical”. According to the study, most contact centers with less than 50 agents shared the majority of concerns around staffing, forecasting, and scheduling that larger centers have. However, most smaller contact centers are using manual efforts or spreadsheets to manage these issues. The main reason? High cost of acquisition and implementation of a workforce management tool.

As a workforce management company specializing in the branch environment for community banks and credit unions for the past 20 years, FMSI has witnessed this deficiency first-hand, and as a result of persistent requests from their clients, they developed an affordable solution for smaller contact centers. Their clients are seeking a “mission critical” tool that can help them both manage the day-to-day issues of scheduling contact center agents and consolidate varied data into meaningful management information. With an average ongoing cost of less than $10,000 per year, FMSI clients can:

·         Accurately forecast call volumes, and make adjustments when outside factors arise
·         Forecast for multiple call/social media volumes
·         Schedule both phone and non-phone activities
·         Automate the scheduling process to accommodate agent work preferences
·         Manage from “board presentation ready” reports

The ContactCenter Management System™ (CMS) is a customized, useable system to help reduce time spent on forecasting and scheduling in order to optimize agent schedules. Whether your organization has five or fifty agents, maximum productivity and accurate scheduling are essential to each point of contact. Learn more about CMS by scheduling a webinar with one of our consultants.