Workforce Management Solutions
Workforce management solutions have become a crucial part of optimizing employee productivity in the workplace. Contact center workforce management solutions drive improvement and accuracy in the staffing and scheduling process, while realizing cost savings.
What is Workforce Management?
Workforce management, or WFM, involves a process or framework to optimize employee productivity, improving consistency and efficiency in the workplace.
The Role of Workforce Management in Contact Centers
Call Center Workforce Management consists of workforce forecasting, workforce planning and analysis, real time workforce adjustments, and workforce performance analysis and reporting.
Workforce Forecasting
Forecasting analysts determine the workforce demand with both a long-term and short-term focus, based on historical volume data, business/industry trends, and upcoming campaigns.
Resource Planning & Analysis
A workforce resource planning team determines a plan to support the forecasted workforce numbers, including when hiring needs to take place and for what queues, while factoring in attrition rates, shrink trends, and other workforce factors.
Realtime Management
A team of Real Time Analysts, or RTAs, manages the contact center schedule daily in real time, taking into account volume of interactions on a given day, and adjusting the schedule accordingly based on absenteeism, to ensure service levels are being met in the most cost effective way.
Performance Analysis & Reporting
Workforce performance analysts determine where to drive additional efficiencies. Key workforce management reports provide the data that fuels constant improvement across the entire workforce management team and vendor network.
Dedicated Workforce Management
Workforce Management should remain consistent across a multi-vendor customer service network. That’s why investing in a dedicated workforce management team to provide forecasting, resource planning, and real time performance analysis across your entire vendor network is a valuable option. A dedicated workforce management team drives accountability and alignment across your global vendor network.
Workforce Management Technology
Providing an efficient solution involves pairing detailed workforce management methodologies with industry-leading technology, allowing you to hit target KPI goals, maintain consistent CSAT, and control costs.
Workforce Management Insights
In addition to improving productivity and operational efficiency and reducing costs, a quality call center workforce management solution will also provide improved customer experiences and agent job satisfaction and engagement.
Workforce Staffing Strategies
Contact center workforce staffing strategies typically fall into one of three categories: Service Level Staffing, Budget Staffing, or Line Adherence Staffing.
Multi-channel Workforce Staffing
When staffing a call center program that has multiple channels, it’s important to create targeted recruiting profiles for workforce hiring based on specific channels and lines of business. When planning for a multi-channel staff, give a clear view of staff planning to compare with the actual performance and ensure agents receive channel-specific hands on training for channel staffing compliance.
Workforce Management Reporting
Workforce management reports include workforce capacity planning, real-time management reports, historical volume reports, staffing reports, forecasting analysis, and multi-vendor partner performance reports.
