Well-run contact centres constantly strive to engage their agents, optimise their KPIs and delight the customer. But if you are still running your contact centre using software on your own servers, you run the risk of being out-flanked by the competition no matter how strong your operational performance. Why is that?
Call center scheduling can be one of the most complex jobs in workforce management (WFM). Some organizations conduct annual or quarterly mandatory shift bids that are manual and intensive for the planner. Other organizations see the function as more administrative – making scheduling adjustments, adding exceptions or segments to schedules, and processing requests.
One of the value-adding functions in Workforce Management (WFM) is our ability to provide a realistic cost of labor for the contact center. Developing call center budgets can be extremely complex with a push and pull between what the senior leadership wants and what it really takes to run the business.
Recently, we’ve seen a trend of organizations starting to shake up their organizational structure. As competition heats up for attracting and retaining top talent, businesses need to continue to evolve how they operate. This will of course also affect your workforce management (WFM) strategy...
Before encouraging staff to adhere to a schedule it is important to have an adherence goal. This will be different for every contact center. Variables such as average handle time and average commute to work will play a factor in determining your adherence goal. Once you have a goal in mind, this paper will help you get the results you want.