Organizations with customer relations today are facing challenges of growing demand and more complex customer requests while, at the same time, they’re searching for more efficient ways to combine great customer service and operational efficiency. As such, analyzing operations and processes would benefit from the use of various sets of tools. In this post, we will present the main areas that Workforce Management (WFM) can help highlight.
The core of the WFM process chain revolves around three main areas:
If a contact center succeeds in precisely forecasting the workload for the various skills sets, schedule resources accordingly and ensure close monitoring of scheduled activities in production, operational efficiency will be optimized at the end point of customer service delivery.
If aiming to perfect all three areas simultaneously sounds like a good way to go, striving to find a balanced improvement process among deployed efforts will be a key vector for improving the overall contact center’s performance. For example, should I invest more resources in improving my already, very good forecasting accuracy to make it as close to perfect as possible or will this result only if I succeed in improving my schedule adherence that’s suffering from a dip in early morning peaks? Where should I act first for the best results at a minimum cost?
Weighing areas that need to be addressed first is a sensitive process, requiring a clear, benchmarked view of the overall target and the impacting parameters entering in the equation. With WFM tools, you can monitor, measure and carry out simulations in order to test and evaluate the range of parameters so as to identify those that are key to your organization’s performance.
Some useful tracks to consider:
For more information and good practices on how to get agents involved in the WFM process, visit the Calabrio blog entry Get your agents on board
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