Thursday, October 11, 2012

Workforce management for contact centers

What makes workforce management software for contact centers so critical? Well, when customers are contacting your center, you have only seconds or minutes to take their call (before they hang up) or when you have agents ready and there are no calls, you are wasting money and resources. Especially for smaller and medium sized centers, higher fluctuations in call volumes make it more difficult to accurately forecast and then schedule agents that deliver a high service level, while also controlling costs. Here are key workforce management capabilities that make managing your workforce more effective and easier:
  • Forecast simulation: Simulations help calculate a more precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from your ACD.
  • Scheduling of all activities: Scheduling engines should incorporate all call types and other activities to generate staffing schedules that optimize a wide range of factors, including agent availability, skills, holidays, breaks and service levels.
  • Exception handling: Integrated exception calendars help simplify scheduling of agent exceptions such as time off and one-time or recurring training meetings.
  • Intra-day management: Graphical display of agents' schedules provide alerts and better help manag breaks, lunches and other exceptions in your contact center.
  • Real-time adherence: Real-time views and comparison of planned agent activity with actual activities, as well as of forecasted and actual call volumes, handle times and other key performance indicators throughout the day.
 To learn more, you can watch a series of workforce management videos on our website.