Summary
A contact center's performance is defined by metrics and its WFM team. "Show management how well you are doing by setting goals and measuring your success in areas like forecasting accuracy, scheduling efficiency, agent occupancy, and cost per call, and then giving your team incentives to reach their goals," says Vicki Herrell, executive director of the Society of Workforce Planning Professionals.
Workforce management (WFM) helps ensure that contact centers remain efficiently staffed at all times, instead of having to scramble agents to meet customer demands or having agents twiddle their thumbs as a result of off-the-mark volume expectations. Consider the following to help stabilize your WFM practices: 1. Communicate regularly with other customer-facing departments to stay on top of what is going on in the broader enterprise. 2. Get the front line in on the WFM act. 3. Track your activities. 4. Give agents tools that provide them with more insight into their performance. 5. Make room for talk time with customer service representatives. 6. Provide presence technologies for real time communication. 7. Review and compare shrinkage. 8. Spruce up your scheduling strategy. 9. Consider work from home or tap an outsourcer that leverages at-home reps. 10. Get serous about real-time data.See the full content of this document
Extract
Intensive Care
Few customer care processes have a more compelling ability to alter both the level of service received and the operating expenditures contact centers are saddled with than workforce management (WFM). WFM is about more than just leveraging spreadsheets or more productized software offerings to tell contact center agents when they can break for lunch. The software can help companies boost efficiency and trim HR costs; contact centers typically spend most of their budgets on staff, so proper staffing will cut down overspending on bringing on more reps. WFM can also potentially strengthen service delivery and motivate a...
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