Delivering a positive customer experience is no small feat – there are a lot of moving parts that have to work together, with workforce optimization (WFO) being a major component. When considering which WFO suite to go with, keep the following four must-haves in mind.
- Integration with Existing Systems
The WFO system you use should be compatible with the rest of your contact center. Cloud WFO solutions are typically the easiest to integrate – they can be custom-fitted to your contact center, prepped and tested before going live, and even run along with your current WFO solution as you make the switch so there’s no downtime.
- Creation of Reliable and Adaptive Schedules
With the right WFO solution, scheduling becomes much easier. Your WFO software should generate schedules with enough agents to cover daily shifts, accounting for agent requests like certain days or times off, flex shifts, or work-from-home shifts. At the same time, your software should review shift data to accommodate for high and low patterns, which will affect things like breaks and training sessions. Your WFO solution should also be flexible enough to adapt when something unforeseen occurs that requires a quick change in the workforce.
- Real-Time Schedule Adherence
In order for management to know if an agent’s daily activity is in line with contact center objectives, you’ll need to see reports about schedule adherence. Your WFO solution should monitor and record real-time adherence, tracking log in and log out times, plus lunch breaks and other types of breaks. For contact centers that have out-of-the-box needs, like after-hours coverage, your WFO solution should let you create custom guidelines.
- Accurate and Robust Reporting
WFO (and just about everything else at your contact center) revolves around reports – otherwise, it’s very difficult to know what’s going on in your business. Even the best managers can’t be everywhere all the time, which is why they rely on reporting. The data that’s gathered will help you figure out where changes need to be made and what type of training needs to occur moving forward. Comprehensive reports will help you make the right workforce decisions.
The philosophy of WFO – shifting the workforce for the sake of optimal productivity – has been around for a long time, but actually embracing this philosophy by seeking out the tools to achieve it is still new for many contact centers.