How to Maximize WFM Value
Business is moving at a rapid pace so more companies are leveraging technology to help them accelerate their efforts. In many cases, that can be a very effective strategy to scale operations, save money, and otherwise drive improvements. But in the rush to implement new solutions like contact center workforce management system, businesses need to take the time to consider how to improve their processes – rather than simply duplicate the old ones with new technology.
That should include getting input from key stakeholders, being flexible and mindful in how they configure schedules, and considering a wide range of factors that may change over time. That’s the word from David Evans, workforce optimization consultant with Business Systems.
Evans suggests that businesses seek feedback from employees on what shifts would work best for them and for the business as a whole. That can lead to greater employee engagement, he says, and leverage the knowledge of those individuals who are closest to helping the organization achieve its desired service levels.
Schedules should also take into consideration shrinkage due to things like sick leave and training and holidays, he says. And they should consider how variations in the use of different contact center channels may impact work demands, and how process changes and related handling time figure into the WFM equipment, he adds.
Even after schedules have be established, he adds, organizations should be open to changing them to address future requirements and shifts in call volumes, campaigns, employee availability, and other factors. “Don’t assume that once a schedule has been created it will be fit for purpose forever,” he says.
Perhaps the most important tip Evans provides in this article, however, is to avoid replicating the same thing you once did via spreadsheets in new software-based WFM solutions. Instead, moving to the new and more efficient platforms offer the opportunity to review what is and is not working on the contact center scheduling front, and to make changes for the better.
Edited by Mandi Nowitz