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:
Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more
With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses. more
Is your business researching a new contact center solution? Complete with over 120 data points, 90 features, and over 45 contact center software providers, our comparison guide is an essential asset. more