Call center workforce management from anywhere – with your mobile device

In the ongoing effort to make schedules more flexible and better address fluctuating call volumes and also give agents more flexibility, more call centers implement web based communication tools to collaborate between agents and supervisors in almost real-time. With new wireless, high bandwidth devices, these web-based tools can be literally available from anywhere. Here are few examples:

Get alerts on mobile devices based on thresholds (service level, adherence, etc.)
Monitor adherence from anywhere and be able to act right away
Manage schedule changes on the spot and adjust staffing as needed
Manage exception handling between agents and supervisors, especially across multiple locations.
Shift bidding: Open up shifts for bidding and assign agents right from the mobile device

With more call center solutions offered in the "cloud", it becomes easier to use those applications on a mobile device through a web browser.