By balancing forecasted workload with scheduled agents, contact centers not only run smoothly but also maximize revenue opportunities, and reduce operational costs and churn rates, while improving the customer experience and overall satisfaction.
All contact centers perform the same basic workforce management tasks – forecasting customer interaction volume, scheduling, optimal agent assignment based on business rules, skills and preferences, and intraday management – that work hand-in-hand, interdependent on each component, constantly changing and adapting.
How WFM improves service levels
Using information derived from the forecast, schedules can now be created based on pre-determined coverage. By planning to staff based on forecasted call patterns, interaction type and skills set, contact centers gain a boost in service levels and improved first-call resolution. Placing the right agent on the right call increases sales conversion rates and reduces handle times. Efficient workforce management practices also help to quickly adapt staffing to changing business conditions – such as sudden spikes in call volume due to a product recall or severe weather conditions. By being able to quickly modify schedules and re-assign agents, contact centers can avoid service level dips and keep their customers satisfied.
Accurately matching staff to call patterns based on forecasted level is essential in achieving workforce and cost efficiencies.
When it comes to managing daily operations, expect the unexpected. It’s why it is critical to regularly reforecast to ensure service levels are being met. With workforce management software, you can automatically ensure that staffing levels meet the revised forecast and that scheduled agents are adhering to the day’s tasks. By setting appropriate targets for adherence, service levels will always be maintained.
How WFM reduces customer interaction handle time
Workforce management also helps to optimize schedules and call distribution, which leads to reduced handle times. By managing the agent workforce more efficiently, contact centers can take on more customer interactions without increasing agent staffing levels – resulting in shorter wait times for customers and lower costs for the company.
In addition, workforce management can help to identify agents who may be struggling with specific types of calls or interactions. By providing targeted coaching and training, these agents can improve their performance and handle times – leading to an overall reduction in contact center costs and improved outcomes.
Improved contact center compliance with WFM
Workforce management solutions help to ensure that contact centers are compliant with workforce regulations. By providing real-time visibility into agent activity, workforce management solutions help contact center managers quickly identify and address compliance issues. In addition, workforce management solutions can automate the tracking of agent training and certification – ensuring that agents are always up to date on the latest compliance requirements.
In highly regulated industries such as healthcare, finance, and utilities, workforce management compliance features are critical to preventing errors, protecting customer privacy, and maintaining SLAs.
More than automation, workforce management software solutions provide insight and clarity
Even in 2022, many organizations are still using spreadsheets to manage their complex workforce management operations. From forecasting to scheduling and daily management, these manual, labor-intensive tasks do not allow for an optimal solution outcome. By understanding the importance of workforce management in the contact center and wisely investing in WFM solutions and processes, companies can not only improve compliance and reduce handling time, but they also gain from an overall better experience.
The bottom line? Workforce management is essential to the success of any contact center. By improving compliance, reducing handle times, and increasing service levels, workforce management solutions help contact centers to operate more efficiently and effectively – resulting in happier customers and lower costs.
Still on spreadsheets? Contact our WFM experts at Inoria.