Take your Workforce

Management from Zero

to Hero

WORKFORCE MANAGEMENT “The art of having the right

number of skilled people and supporting resources in place at

the right time to handle an accurately forecasted workload at

service level with quality”

Source: Brad Cleveland, Incoming Call Management Institute

WFM IS CRITICAL Effective workforce

management is a critical element of managing contact center costs

because 60-70 percent of the costs at a typical

center are in labor.

• Forecast Accuracy and Long Term Planning • Aligning channels, volume, arrival

patterns, and handle times • Historic and/or event-based

drivers • Staffing flexibility • Agent schedule adherence • Real-Time management

Foundation Block: WFM

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Doing More with Less

WFM IS AN ART AND SCIENCE

Predicting the future: Judgment, experience, and knowledge of your business

Mathematical Process:

Past history used to predict future events

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5 Strategies to Drive Success

STRATEGY #1: INTRA-DAY EVENTS MATTER!

• Review and adjust intraday events

– Breaks

– Lunch

– Meetings

– Trainings

– Coaching

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STRATEGY #2: Shrinkage Beyond the Week 1. Know what you are

planning for

2. Go beyond weekly calculations

3. Use hourly instead of daily

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• Part-time/Flex Staff

• Reinforcement Method

• Use your Supervisors wisely

• Hire to your advantage

• Consider “at-home” Program

GET CREATIVE STRATEGY #3:

• Measure Customer-Facing Time (the “real”) adherence number – Adherence Adjustments are a waste of

time

– Set realistic goals

• Hypothesis

• Empirical evidence

– Don’t be afraid to fail fast, trial and error

STRATEGY #4: BE REALISTIC!

• Provide staff with a communication method on expressing their ideal shift

• People like consistency and to know they are being heard

• You can eliminate last minute schedule changes and scheduling conflicts

CONSIDER STAFF PREFERENCES STRATEGY #5:

CLOUD CONTACT CENTER LEADER Our solutions enable our customers

to create profitable customer experiences

Pure play cloud market share leader1

– Over 2,000 implementations

– Over 70 Fortune 500 or Global 2000 customers

– Used in over 100 countries

1 DMG Consulting, Hosted Contact Center Infrastructure Market Report, 2014

Customer interaction

management

solutions

Agent optimization

tools

Network connectivity

services

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