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The heart of a contact center’s information resource is the workforce management tool (WFM), a complex system that melds predictions about what conditions will exist with resource allocation algorithms for assuring the right number of agents. But what distinguishes today’s high performance center from the merely adequate is the way WFM is integrated with other necessary tools. |
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Managing the daily results of the contact center requires constant decision making. Today’s modern contact centers have complex routing strategies, multiskilled agents and multimedia contacts. Under these circumstances, decision making can be challenging. Considering the complexities, and what’s at stake, operational visibility is crucial for carrying out the daily plan. When it comes to providing contact center visibility, not all workforce management systems are the same. This paper will give you a peek into what you may be missing. |
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There is a direct relationship between the job satisfaction of agents in the contact center with customer satisfaction levels. A positive working environment is crucial to maintaining and enhancing agent morale and performance. Empowering agents is commonly viewed as a method for fostering this type of environment. A new wave of contact center technologies provide opportunities to help agents be empowered while at the same time helping to improve productivity and reduce operating costs. |
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With the perception that the workforce planning team “controls” contact center agent’s lives, the best way to soothe the beast is to return a little bit of that control. This paper describes how making the vacation planning processes, schedule changes and performance statistics accessible to individual agents can improve productivity and morale. It will also illustrate how self service decreases the supervisors and workforce management team’s workload while ensuring agent fairness. |
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Although the virtual environment clearly presents a “win” for both employers and employees, there remains a natural reluctance to adopt a work-at-home program – particularly in the contact center environment where agent productivity is critical to success. This article explains how to start thinking about traditional process in new ways in order to develop a work-at-home program that will help the organization realize lower real estate costs, reduced labor expenses and increase employee retention. |
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To provide top quality service while controlling costs, even the smallest centers now employ complex multiskill routing strategies, run multisite organizations and support a wide range of multichannel contacts. While many of the centers manage contact handling across multiple sites and by skill types, most don’t have a proven multichannel management strategy. This article explains how the center can set the stage for effective multichannel contact handling and power it with workforce management technology. |
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Typical scheduling methods, such as Erlang C or multi-server queuing formulas, become less effective when applied to agents with multiple skills. Workarounds, including scheduling for only one call type at a time or scheduling on a most to least-skilled hierarchy, don’t allow contact center managers to make the most effective use of multiskill agents. By applying an integrated simulation tool to the scheduling task, managers can generate schedules that ensure that the right agents with the right skills are most effectively utilized. As a result, a contact center may be able to handle more calls and improve customer service with fewer agents. |
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Skills-based routing, done right, can help minimize overhead expenses, build an orderly career path for agents and improve customer service. Part one of this paper explains the benefits of skills-based routing, shares lessons learned from the early days of skills-based routing and presents a case study example of a skills-based routing environment. Part two concludes by explaining the importance of a well-designed queuing strategy powered by an advanced workforce management system that will help the organization make skills-based routing a win-win for everyone. |
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Service goals are most often set with little reference to the single most important metric to the company--profit. It does not have to be this way. This article outlines an eight step process using discrete-event simulation to make routine the important task of setting profit maximizing service standards. |
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Has your outbound operation been operating without clearly articulated or functioning workforce management goals? Are you looking for ways to gain greater accountability and flexibility for you and your team? Workforce management technology can give you the visibility you need to make informed decisions—driving improvements that help you support corporate goals and profits. Find out how you can apply proven workforce management techniques to your center today. |
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