workforce management

Workforce Optimization and Scheduling Tips for the Contact Center

Workforce optimization in the contact center refers to the integrated software, technology and solutions that help with a variety of operations, including strategic planning, agent recruitment and monitoring. Scheduling plays a big role in customer satisfaction, and agent schedules are based on demand forecasting and service level goals. Workforce optimization also takes more into account than just technology.

Ask the following questions to determine if your workforce management software needs to be upgraded.

1. Do we know why we’re not meeting our service level goals and how many agents are needed to meet our service level commitment?

2. When service level needs to be improved, is our standard response to hire more agents?

3. Do we know if our agents are adhering to their schedules?

4. Do our agents know their schedules far enough in advance? Are they having difficulty planning important events because they never know when they’ll be needed at work?

5. Do we constantly reconfigure agent schedules? Are supervisors and managers spending too much time on schedule changes?

6. Do temporary changes like marketing promotions throw us off schedule?

7. Are a lot of agents idle during low call volume times?

8. Is it difficult to decide the days and times that are best for training agents? Do we end up training agents on the fly?

5 More Workforce  Tips

1. Test out a new candidate before officially hiring them. Temp agencies will place employees at your contact center for a limited amount of time. After that time period, you can opt to hire the employee or ask for a new one in their place.

2. When you do decide to permanently hire a temp, make sure they know how the job will change now that they’re a bonafide employee. Have them shadow other agents for a week so that they know what to expect.

3. Keep seasonal staff in the loop during the off-season by inviting them to company parties and copying them on important e-mails.

4. Automate repetitive tasks so that your agents can devote more time to high priority tasks. Reporting and forecasting, for example, can be automated with the right workforce management software.

5. Invest in your contact center agents by offering regular and ongoing training. Proper training is necessary if you want your agents to provide a positive customer experience.

4 Best Practices for Contact Center Workforce Management

Workforce Management (WFM) in the contact center means giving employees the jobs that best match their skillset while taking scheduling and timing into account. The main goal of WFM is to benefit contact center operations, including customer service. Ideally, contact center WFM will be fluid, allowing management to continually evolve techniques and consistently achieve excellent results.

1. Automate Shift Bidding

Tools are available to automate shift bidding, eliminating the confusion that comes with asking individual agents about schedule preferences. Self-service scheduling lets agents request preferred schedules and ask for time off. Automation also controls how much priority is given to tenured or senior agents so that shifts are assigned based on performance and quality scores. This works toward the goal of motivating agents to improve their performance. Additionally, contact centers can allow shift trading and also enable agents to work from home, particularly during the holidays.

2. Manage Vacant Workstations

With the number of varied shifts in a 4-hour contact center, it can be difficult to manage real estate and efficiently utilize workstations. Software  can provide capacity management in real-time. Forecasting tools and suggested seating plans show you how many seats are empty at a specific time and where they’re located.

3. Improve Social Media Intelligence to Reduce Agent Turnover

According to The North East Contact Center Forum, one of the main reasons why contact center agents leave their jobs is because they don’t receive enough coaching and feedback. Schedule regular mandatory training sessions, particularly for multi-channel instruction. Far too many businesses have a social media presence, yet lack the skills and knowledge to actually provide customer service across multiple channels. Contact center agents should be taught how to respond to social media mentions so that customers can get the answers they’re looking for. Acknowledging a customer’s presence online isn’t the same as providing customer service.

4. Track Unavailable Time

Tools that track unavailable time show where the agent’s time is spent aside from working directly with a customer or being involved in customer-related tasks, like wrap-up. While agents may have a wrap-up target to meet, they don’t always have to adhere to unavailable time targets. Contact centers can require agents to log out for non-call activities, then track those specific activities, since training and projects should be tracked differently than breaks.

CRM Software and Workforce Optimization

The more efficient a workforce, the better customer relationships will be managed and the more profitable the company will be. According to Forrester Research, just 31% of brands carefully monitor customer interactions for quality. In 2015, contact centers will see better CRM software with features that will enable the brand to target, observe, and improve key performance indicators (KPIs), while also letting companies watch metrics in real time. Collected data will show companies where there are deficiencies in the systems and agents.

Fundamental Benefits of Contact Center Software

According to Klipfolio, a contact center has three primary goals: to reduce handling times, to increase productivity, and to satisfy service level agreements. At the base level, all CRM software should have the following four benefits:

  1. Measure: CRM software should turn agent metrics into reports to give management a clear overview of the successes and deficiencies in the contact center.
  2. Reduce Costs: When call volume increases, CRM technology should help agents handle more calls. Or, it should support a smaller number of agents in handling the same call volume.
  3. Scale Volume: Contact centers should be able to reply on intelligent software to handle an increasing number of interactions, including more calls overall and more calls per agent.
  4. Train More Efficiently: CRM software should include scripting and review to make sure agents always have correct information to deliver to customers.

Monitoring Metrics in Real Time

Contact center dashboards should allow for the monitoring of critical metrics in real time in order to help agents and managers handle challenges before they turn into disasters. Problems need to be addressed in real time, even if that means collaborating with other agents or departments.