Workforce Management Feature Article
October 30, 2008
Workforce Management Systems Only Deliver When Properly Fit to Contact Centers
By Susan J. Campbell, TMCnet Contributing Editor
Workforce management systems are designed to serve to improve the tactical performance of contact center organizations. Algorithms within workforce management systems evaluate the collective value of contact center agent performance and help managers to organize their work and their workers.
Industry research has found that as many as 90 percent of contact centers have a workforce management solution in place, yet a much smaller percentage of centers have experienced measurable gains from these implementations. In some situations, this gap is a result of an overall lack of measurement; in others, it is a direct result of the wrong workforce management solution.
As part of the contact center analytical system, workforce management systems are in place to solve very tactical and mostly low level problems. One of the challenges within the contact center is that these low level problems are very important to the overall operation and success of the center, but are not always viewed as such by upper level executives. One key to effective workforce management systems is getting senior level buy-in and that must start with effective communication.
The performance of the contact center relies heavily on the performance of its people and unless those people are effectively managed, the contact center cannot deliver on all of its KPIs (Key Performance Indicators). At the same time, a workforce management solution that is selected without understanding needs will fail to deliver on expectations as those expectations are not clearly established.
When a company executes the purchase and implementation of the solution without first identifying specific needs within the center, much of the assumed workforce management solution benefits are never realized as the solution is not customized or implemented according to that specific center.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Michelle Robart