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Workforce Management FAQs - Business Systems UK Ltd - ContactCenterWorld.com Blog

Workforce Management FAQs

Are you considering Workforce Management? Do you have a number of questions that need to be answered first? With a wealth of experience under our belt, we address the most frequently asked questions when it comes to Workforce Management technology.

Our team of consultants are here to help. If you need advice on Workforce Management, whether it be exploring Workforce Management for the first time or upgrading your existing system, get in touch. Our Workforce Management solutions are deployed across some of the largest Contact Centres in the UK, with customers are using our tools to ensure efficiently plan, forecast and schedule the workforce required on a day-to-day or hour-to-hour basis.

Do I need Workforce Management?

Depending on the size of the contact centre, setting up schedules can be far too complex to be handled in a simple spreadsheet, and this is where Workforce Management, with advanced planning and forecasting features, comes in.


How long will it take for me to get a return on my investment?

This can depend on a number of different variables such as how many agents you have / if you used to use excel/ how flexible your staff can work/ if you are currently under or overstaffed.


Can I use historical data to help build my forecasts with a Workforce Management system?

Yes. With many Workforce Management solutions, you can use the data from your telephony switch and/or upload data in a set format from a file.


Can I build and compare “what if scenarios” so I can make an informed decision when planning ahead? 

Yes this can definitely be done with a workforce management tool where you can easily build scenarios and compare.


Do some Workforce Management tools make use of a mobile app for users? 

Yes, and this includes push notification for significant schedule changes encouraging flexibility and empowerment for both agents and contact centre supervisors.


Can it work with my different customer contact channel types such as chat and email as well as phone? Will the tool evolve with my business as we bring more channel types on-board in the future?

Yes, some Workforce Management solutions will not only accurately forecast and schedule your call volumes but will also do the same for other customer contact types such as email and chat.

By entering the below details for example the tool can accurately predict staffing requirements for email and chat customer contact types:

  • Parallel tasks (For chat agents the number of chats completed at the same time)
  • Handled within (For email agents - Target for email completion)

Can the tool work with multi-skilled agents?

Yes, the tool can schedule agents across different skills and channels within the same day based on where your demand requires it. In addition, proficiency can be built in which reflects the ability of an agent at a given time period.

For example, a new agent will be less proficient on a particular skill than an agent with long tenure.


Would my agents be able to view schedules in advance?

Yes with Workforce Management solutions you can create forecasts years in advance but publish for let’s say a month only, meaning creating and publishing dates for forecasts can be different.


Do Workforce Management tools have any real-time functionality so I can manage adherence to my plans?

Yes, some Workforce Management systems have a dedicated real-time module. This means you can tailor alarms to proactively spot issues before they become more significant


Do Workforce Management tools have reporting functionality?

Yes, many Workforce Management solutions have a dedicated reporting module. This means you will be able to run reports from site/department/team and agent levels.


Can tools handle holiday and overtime requests?

Yes, Workforce Management tools mean agents can book holidays or overtime requests by the mobile app or desktop. As an alternative, requests can also be fully/part automated or manually approved.


Can I re-optimise on the day?

Yes and you can isolate certain activity – i.e.: choose not to optimise (move) any coaching sessions as you don’t want them altered for that specific day.


Can I use previous days or call profiles to build my forecast for events that impact my business?

Yes you can build in not only the volume but the profile of when you are likely to reach these volumes – I.e.: a spike in the morning or drops in the evening.


Do Workforce Management tools handle shift trading?

Yes based on rules set up this can be automated or the decision for approval sent to the planner.

Source: https://www.businesssystemsuk.co.uk/blog/2018/08/13/workforce-management-faqs/

Publish Date: August 13, 2018


2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 



View more from Business Systems UK Ltd

Recent Blog Posts:
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How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020
Top 10 Tips For The Modern Contact CentreApril 8, 2020
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020

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