Building an efficient contact center that solves a customer’s problem effectively the first time around while also keeping agents motivated is the ultimate goal of CX leaders everywhere. Success comes down to effective workforce planning – in its simplest form – ensuring enough of the right-skilled staff are in the right place at the right time. Over the past few years, however, achieving this gold standard of excellence has been thwarted by the added complexities of remote or hybrid working. And, there’s no going back. According to the Call Center Management Association, 79% of employees want to spend some time at home and sometime in the office.
Workforce planning means so much more than the traditional ‘right person, right place, right time’ mantra, and it affects different roles at different levels of the organization. Here are some of the most common challenges Calabrio’s customers encounter:
For the Agent
“There is no flexibility in my schedule, and I don’t have a lot of insight or influence on my career development.”
For the Workforce Planner
“I feel overwhelmed with the amount of time I spend processing scheduling requests. I want to be seen as fair and helpful, but I don’t have the technology or time. I want to give our employees more of a say in their schedules while they work from home, but I feel it would impact our customer service.”
For the Contact Center Director
“It’s hard to meet customer expectations with our current employee attrition levels. I want to run a flexible organization where people want to work and where we are not falling into a cycle of continuous hiring and training, which increases our costs and impacts customer service.”
For the C-Level Executive
“Our organization is constantly evaluating how we can streamline our customer service processes, improve employee morale, and provide a better customer experience. I don’t feel we have the tools and technology to optimize these areas.”
These challenges reflect how all parts of the organization are united in the desire to make continuous improvements to workforce planning. Fortunately, they are all made possible by automating Workforce Management (WFM) processes. Utilize modern WFM solutions to:
The same benefits are also experienced by customers. When the right people are in the right place at the right time with the right skills, service levels don’t suffer. Customers end up speaking to the best person for their needs and they get the service they want regardless of the time they call.
Implementing a flexible, intelligent WFM solution delivers immediate cost savings:
Money Saver #1: Reduced agent overstaffing – by streamlining and automating scheduling, a typical contact center can reduce the amount of time it takes to forecast, schedule, and manage service levels for multiple channels and locations by as much as 25%.
Money Saver #2: Improved agent adherence – empowering agents to actively participate in the scheduling process through self-service capabilities improves adherence. Supervisors and planners simply set up an auto-approval workflow and let the automated WFM system do the workforce planning – saving time and money.
Money Saver #3: Improved supervisor efficiency – by using accurate daily forecasts based on historical volume data and “what if” modeling, supervisors can approve agent absence requests while keeping in mind service levels and have more time for performance coaching.
Money Saver #4: Reduced agent overtime expenses – WFM means that forecasts can be run more frequently and more accurately, in order to reduce the amount of overtime incurred.
Money Saver #5: Reducing agent churn in the midst of the “Great Resignation” – agent turnover is a prevalent, expensive issue in today’s contact center. One of the primary reasons agents leave is because they don’t receive consistent feedback and coaching. A WFM tool alleviates this issue by helping supervisors more easily schedule mandatory, periodic coaching sessions with agents into their workforce plan.
Find out how much you can save – using Calabrio’s dedicated WFM ROI calculator. Designed to reveal the potential for savings in your organization, it also provides a useful tool when building a business case for investment in WFM to support an effective workforce planning strategy.
Here are our top tips for getting started:
Effective workforce planning encompasses everything from streamlining processes to re-assessing recruitment and retention plans and even re-writing the employee engagement rulebook. Maximizing your contact center resources using flexible, intelligent WFM technology is good for your team and it’s good for business. Now is the time to kickstart your journey towards effective workforce planning. For more ideas and inspiration, read our definitive guide to workforce management or check out the product.