While the term workforce management is familiar to many people, there are specific terms in the WFM that require definition:
While Schedule Conformance can provide many of the same benefits as Schedule Adherence, your schedules and agent utilization is not fully optimized unless you are measuring and monitoring Schedule Adherence.
For example, a small, simple 35 seat call center that is staffed from 7 am to 6 pm with a call volume and handle time that meets forecast can have exceed the planned hours for workforce availability that day - and still miss the Service Level objective. Why? In this example, you planned for 31.53 Full Time Equivalents (FTEs) for that day, needed 30.94 FTEs, and actually had 31.00 FTEs working.
But - your agents were not in the right place at the right time, and thus you lost the opportunity to maximize your opportunity for training and coaching time - which is critical to allow for the increased demand to educate your agents on new marketing efforts as your organization works to rebound from the 2009 economic crisis.
Steps for a successful agent adherence program include:
If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more
Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true. more
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more