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Automated, integrated WFM significantly increases planner, manager and agent productivity
Challenge
Since Jysk Fynske (JF) Medier’s customer service team operates across seven different workloads, every agent is multiskilled, with the majority skilled in all seven areas. The busy subscription team handles 30,000 calls and 5,000 to 6,000 emails per month, in addition to processing 1,500 to 2,000 orders generated by the outbound telemarketing department each month.
Leaders knew they needed to automate their manual WFM processes in a way that integrated agent schedules with the contact center’s phone system, and alleviated any fears agents might have about losing their autonomy or the ability to make independent decisions.
Result
JF Medier planners now develop highly accurate forecasts that fall within 2-3% of the actual volumes (plus or minus), and at times are 100% correct. They see a far greater effect in the work they do and feel they now can more greatly impact each day’s effectiveness. In addition, managers and team leaders enjoy instant access to the real-time schedules, reports and information they need to understand each agent’s competencies and conduct efficient, effective one-on-ones.
Agents also are substantially more engaged, which ties in with JF Medier’s own, extensive efforts in nurturing the satisfaction of all employees. That’s why the company conducts employee engagement surveys twice per year, and runs academies intended to help employees find better ways to communicate and succeed in their work lives.