Workforce Management Featured Article
Going Beyond the Basics to Make the Most of Workforce Management
Most contact centers invest in a workforce management solution for one very important reason: they are hoping to increase efficiency and service levels, while at the same time reducing costs. This is, of course, what workforce management is designed for. It’s a way to make sure contact centers aren’t wasting money by overstaffing with unneeded manpower, while also ensuring that understaffing – which puts customer relationships at risk – isn’t occurring.
According to a recent blog post by Monet Software CEO Chuck Ciarlo, however, there are many more things that innovative companies can do with a robust workforce management solution. While most systems are going to accomplish the basic objectives – better scheduling and planning to ensure the right amount of coverage – there is a lot more to a good WFM solution.
In the area of process design and improvement, says Ciarlo, managers can use a modern workforce management solution to run reports and gather intelligence in a number of areas, including call handling analysis, benchmark analysis, activity summaries and details, work standards, quality form review and feedback, evaluation of coaching techniques as well as calibration, and for improved staff flexibility.
The latter is a critical point, because it helps employees see the workforce management as a tool that can directly benefit them and not only their employers. When workers are invested in a technology – they believe that it’s a force for good in their working lives – organizations can reap more benefits from it. By allowing agents to swap schedules and bid for overtime, for example, or put in automated time-off requests, a workforce management solution can be a tool to boost employee engagement.
According to Ciarlo, a good workforce management solution can also help in the area management discipline, allowing managers and executives to conduct intraday reviews, adherence and exception management, forecasting and scheduling best practices and quality monitoring and performance management coaching, training and role playing.
How thoroughly you make use of your workforce management solution may rest on the willingness of your vendor to help you make the most of the solution, says Ciarlo.
“Finally, if you need help, be sure to assess the software provider as well, to make sure they will deliver the necessary training and follow-up so your agents, supervisors and managers can get up to speed quickly with the new technology and getting the most value from your investment,” he writes.