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Workforce Management That Works!! Presented by: Graham S McLeod

Workforce Management That Works!! Presented by: Graham S McLeod. What is WFM?. Put simply, workforce management is all about assigning the right staff to the right job at the right time. What is the Objective here? .

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Workforce Management That Works!! Presented by: Graham S McLeod

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  1. Workforce Management That Works!! Presented by: Graham S McLeod

  2. What is WFM? Put simply, workforce management is all about assigning the right staff to the right job at the right time

  3. What is the Objective here? If your company wants to remain competitive, then your contact centre has to go beyond cost savings and become a revenue contributor. The traditional view of the contact centre as a cost centre that must be managed solely for efficiency is outmoded

  4. The Way It Was: Measuring Seconds and Counting Beans Fact – up to 70% of cost in CC is related to staff! Who do you report to? If the objective is to cut heads, the client will suffer Traditionally Contact Centres suffers the same as Marketing Departments Do we rush the call, save 10 seconds – or make a client for life?

  5. The Way It Should Be: Measuring Performance and Managing For Productivity What if you managed your Centre like a sales team? Which Channels do you currently use in your Centre? How do we yield the best returns?

  6. Productivity Goals 1st Re-assess your goals Don’t forget that we want efficiency… Efficiency alone is not good enough How do we drive Agent Profitability? Don’t only focus on matching volumes to people; match skills to needs Does your resourcing support the goals?

  7. Productivity Practices Traditional WFM focus on keeping agents at the desk…. What of we changed this? A mature centre allows Flexible Schedules…

  8. Productivity Technology WFM is not the be-all and end-all of productivity If we focus on short calls, we might place calls with 1st available agent What is 1st Call Resolution then? How do we employ the IVR Text to Speech and Speech to Text

  9. The Importance of Analytics to Workforce Productivity

  10. Focusing on Relevant Statistics What are KPI’s? How do we come up with KPI’s? How do we measure the effect of KPI’s on the Business Objectives? How do we design KPI’s that drive the right behaviour?

  11. Analysing for Root Causes • What is meaningful data? • How and when does data become meaningful? • How do you now choose your tools? • Can your tool get to the root cause? • Can you “drill down” • Site, Campaign, Groups, Skills, Specific periods

  12. Drawing Information From Business Applications Is your Centre an Island? How do you get feedback from business? What is voice of the customer? How much data is enough? Can we use information from the CC to make the business better?

  13. What to Look for in a Workforce Productivity Solution • How automated is the solution? • Can you create workflows in the tool? • Can mundane tasks be automated? • Can reports be scheduled? • Can people at various levels access the solution? (Agents choosing own shifts, booking leave etc.) • Is it possible to gain a holistic view of the business and then work down to the detail? • Can the solution integrate to and draw information from other systems in the Enterprise? • Can we extend the functionality to the rest of the Enterprise? (Front office, walk in centre, Check out, Baggage handling….)

  14. Thanks for sharing your time with us! Any Questions? In partnership with

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