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WFM / WFO

Cheryl RankinProduct Specialist

Beki NowlanEducation Specialist

Who Are We?

Over 20 Combined Years of contact center experience through technical support, design and education• Systems administrator• Trainer• Product expert / engineer• Call center design/solutions provider

Spreadsheet vs. WFM – Manual vs. AutomaticGuessing vs. Optimized

What Does WFM Encompass?

• Forecasting• Scheduling• Intra-day management• Agent empowerment and communication• Reporting• Dashboards and wallboards

Your Challenges

• Forecasting • Spreadsheets?

– How do you use historical call data to predict call volumes for a future date range?

– How do you plan for expected call volume increases and their impact on staffing?

• Telephony data?– How much history do you have?– How easily can you access the data and use it for reports?

Our Solution

• Uptivity’s algorithms analyze historical data to identify and forecast call patterns

• Integration with ACD eliminates need to manage skill group settings in multiple systems and provides real-time and historical visibility with forecast to actual comparisons

• Create “what-if” scenarios to plan for future events, business growth and campaigns

• View all historical data on demand: once captured either through integration or import you have access to view and modify all data at the interval level as needed – Uptivity does not purge or summarize your historical data

Your Challenges

• Scheduling• Spreadsheets? Calendars? Email? Flexible? Fixed?

– Is your schedule built on agent availability/preference or does call volume drive your schedule?

– How do you account for vacations?– What happens when an agent calls out unexpectedly?– What are your steps for requesting PTO/Leave/Vacations? – How do agents receive their schedule?– How do you change existing schedules “on the fly”?

Our Solution

• Schedules are generated based on forecasts to schedule the right people to handle the right calls at the right time

• Empower agents through self-service schedule requests to increase agent satisfaction, reduce costs by leveraging automation

• Modifications to schedules are immediately visible in agents self-service portal

• Allow agents to request time off and negotiate shift swaps through self-service portal. Supervisors approve/deny requests and agents are notified via email and/or portal

Your Challenges continued

• Intraday Management– How do you identify staffing overages or potential reduced service

levels?– How quickly are you alerted and so you can react to events that

impact how well your center is running?– How many displays / systems must you view to get the full picture?– How easy is it to review all the data you need to effectively manage

your call center – forecasts, schedules, real time adherence and actual call arrivals – and to ensure that everything is on track for success?

Our Solution

• Real-Time Adherence: Identify staffing overages or potential reduced service by comparing forecast with actual schedules, call volumes and performance.

• Proactive Alerts: Proactively adjust staffing based on variations from forecasts, such as an unanticipated spike in call volume.

Custom triggers and proactive alerts in cc: Clarity enable quick, decisive action by detecting issues before they impact service levels.

Your Challenges

• Agent Empowerment and Communication– Do you print, post and distribute agent schedules?– What is your procedure for agent to swap shifts with another? How

difficult or easy is that process?– As an agent, how can I see how well I am performing compared to

peers? Where do I excel? Where can I improve?– As an agent, how can I request time off in advance so I will not get

scheduled for a shift?– Can your agents “see” what is going on related to real-time stats and

shift needs?

Our Solution• Shift Swaps and Time Off Requests

–Allow agents to request time off and negotiate shift swaps with supervisor visibility and final approval as needed

• Agent KPI Widgets – Drive performance improvements by displaying real-time scorecards that encourage agent self improvement

• Agents have visibility via self-service portal to company news feed, upcoming shifts and receive schedule updates and notices via email and text messages Empower agents through self-service

visibility and schedule requests, KPI Widgets and 24/7 social media feeds

Your Challenges

• Reporting– How many systems do you connect to for real time /

historical / intraday management information?– How readily available is the data you are needing to

identify areas for operational improvements and cost savings?

– What reports do you need and do your current systems and processes provide you with them quickly and easily?

Our Solution

• Ad Hoc Reporting – Dynamically report on metrics across Discover suite to determine and understand correlations between KPIs

• Advanced Schedule Adherence – Report and drill into location, group, team and employee levels to monitor ability to stay on schedule and accurately forecast staffing needs

• Advanced Time and Attendance Metrics –Drill down to agent-level attendance metrics. View start and stop information and roll-up reports to understand where labor force is being used most

Visibility into staffing trends and performance provides the chance to uncover opportunities for streamlining labor usage

Your Challenges

• Dashboards and wallboards– How connected are your managers – team leads –

agents to what’s happening in your center? Do they have visibility to what they need?

– What would it take to provide everyone with that key information? More licenses? Additional software? Additional hardware?

Our Solution• Live Data Feed – Display call volumes vs.

forecasted volumes, agent staffing levels, real-time adherence or QA data in real-time

• Flexible Delivery – Graphical views for wallboards, tablets and mission control centers deliver information in real-time

• Customizable Views – Pre-built widget library creates enhanced views to support decision-making

• Agent and Team Performance – Enable team metrics by linking agents to supervisors and view staffing by team. Enable agents to gauge performance compared to peers by delivering data via dashboards

Effective management relies on access to clear and concise data

Questions and Comments?