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Workforce Management: Getting Better but Not Good Enough
- Overly complex applications that are feature-rich but difficult to use, and
- Simplified applications that are easy to use, but functionally limited.
The Ideal WFM Solution
- Accurate and flexible multi-channel forecasting and scheduling functionality that eliminates over-staffing (good algorithms), and addresses immediate and deferred phone and non-phone tasks and inbound and outbound activities for multi-skill and multi-site environments
- Support for complex work-rules
- A flexible and actionable module that automates the intra-day management challenge, including identifying periods of unplanned idle time and using it to assign agents non-phone work
- A flexible real-time adherence (RTA) module that optimizes staff performance while allowing exceptions; RTA should be “treated” by the intra-day management module
- A flexible mobile-enabled self-service environment that maximizes agent input and minimizes the administrative time and effort required to create and change agent schedules and manage agent time off
- A long-term planning module that identifies agent requirements, shift mix, costs and start times for 3 to 5 years into the future
- An automated time tracker that ties into a payroll or human resource application
- Flexible, widget-based dashboards that can be customized by individual or role, depending upon the needs of the organization
- A reporting module that can import and export data and produce customizable and multi-dimensional reports
- An easy-to-use framework with system logic, navigation and intelligence built into user interfaces
- Web-based functionality
- Rules engine and alerting
- Ability to conduct “what if” scenarios for all tasks
- Ability to analyze and manipulate data and seamlessly integrate it back into the application
- Ability to easily integrate the WFM with other third-party applications
- Back-office and branch WFM functionality purpose-built to address work allocation, task management, deferred work and backlog
- A hiring module that helps qualify candidates’ skills (an online skill assessment tool)
- A workspace allocation tool that provides a visual diagram of the seating plan and reflects current or proposed agent schedules
Although some of the vendors claim to offer many of these capabilities, no vendor has them all. In particular, no vendor combines intra-day and RTA. But, it would be nice if managers could pick and choose the capabilities they need, instead of having to make trade-offs and compromises.
Having more choices has not made it easier for companies to select a contact center WFM solution. There are now approximately twice as many WFM solutions as there were ten years ago, but many of the newer entrants are niche players. Most of the new solutions were designed for the needs of one or two contact centers, and the products have not been around long enough to have undergone a full re-write to make them more generally useful. (This is a natural evolution for software companies.)
DMG IN THE NEWS
3/15/2013
DMG Consulting Releases 2012 – 2013 Workforce Optimization Product and Market Report
Ask the Experts
Question:
We are looking into the possibility of moving our sales agents from set schedules to a flex- schedule environment. Do you have suggestions on the best way to approach this change?
While it’s a given that contact centers of all sizes need to schedule agents cost effectively based on hours of operation and forecasted volumes, it’s also important to give agents as much control and choice as possible over their schedules, so they can maintain a satisfying work/life balance.
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.