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.

Despite its busy, multi-faceted operations, JF Medier’s planning and management team still conducted all workforce management (WFM) processes manually. Forecasts, for instance, were created based upon “gut feelings”—not by using historical data to accurately understand the likely amount of potential inbound volume. In addition, its resource planner spent at least 1 to 2 hours each day scheduling shifts for the next day, forced to start over from scratch when changes were made. And, managers found it nearly impossible to follow up on their agents’ adherence or effectiveness because of the extreme disconnect between the contact center’s phone system and agents’ Excel-based schedules: by the time team managers were ready to use in one-on-ones the data that took hours of hard, manual work to compile, the numbers were already irrelevant and out-of-date.

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.

JF Medier integrated all of its communications systems with an automated WFM platform—Calabrio WFM—that arms planners with advanced forecasting and scheduling capabilities like intraday management.

In addition, Calabrio’s self-service portal empowers agents to request time off from anywhere—and receive immediate responses—and view their own KPIs, which they can follow hour-to-hour or at 15-minute intervals.

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.

With more flexibility and the ability to self-serve a variety of needs from anywhere—gaining clarity on what they need to do, viewing KPI reports, requesting time off, etc.—agents have become more productive and taken more ownership in their individual and team performance. In just the first week after Calabrio went live, agents quickly became more productive, increasing the number of hours they spent active on phones by 25-30%. Within only two months, agents began answering 80% of calls within 60 seconds, meeting the service level goal that had been set for them (even exceeding the goal on some days by answering 95% of calls within 60 seconds). They also achieved an average abandon rate of only 7%, surpassing the set 10% abandon-rate goal.

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.