What should you look for when considering a workforce optimization suite?
Perhaps this will be your first time upgrading to a WFO system, or perhaps you purchased one that did not live up to expectations. Either way, this is something you don’t want to do again, so it’s vital to get it right.
Here are five “musts” for your next WFO investment.
WFO should adjust to your call center regardless of how it is organized. A cloud WFO solution will be customized to fit your environment, prepared and tested before it is live, and can run parallel with your hardware solution during the actual conversion, so it can continue to function if an issue arises. But it’s always a smart precaution to insure that the integrations during the selection process are understood and tested to avoid unpleasant surprises.
Everything you wish to achieve at your contact center starts with the reports generated by a workforce optimization solution. These reports provide the data that triggers changes, decisions, personnel training and effective communication. Simply put, this is how you know what’s going on at your business. Be sure the reports you’ll receive will help with workforce management, quality management and performance management.
Used correctly, WFO will generate schedules that make sure you have enough agents on every shift, every day, while also reviewing shift patterns for highs and lows that could impact when breaks and training takes place. And if something unforeseen happens, as it often does in this business, the schedules generated by WFO should have enough flexibility to adjust as needed.
With WFO, a contact center can monitor and record the schedule adherence status of all agents in real-time. The system should track data on every status related to this issue, from lunches to daily breaks to when agents log out. By having this information easily accessible on a workforce management dashboard, managers can quickly compare the agent’s actual daily activity to the objective intended by the company. One can even create custom states and guidelines to address atypical needs for a specific contact center, such as after-hours work.
They may be working in the contact center or from home. They all go through the same training but gradually develop specific skills that should be leveraged. They have different needs and preferences when it comes to shifts and schedules. And unfortunately, too many of them leave too soon, necessitating another round of recruiting, hiring and training. With WFO, calls and other communications can be automatically routed to the personnel best suited to handle them. It should provide flexibility in scheduling, making it easier to accommodate agent requests. And it must deliver the data agents need to make their jobs easier – which might induce them to stick around longer.
Monet WFO is an affordable and easy to use cloud-based workforce optimization software solution that includes workforce management, quality management, analytics and performance management.
Publish Date: August 29, 2018 5:00 AM
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