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Sytel Limited - Blog

Manage Your Workforce in Real Time. Automatically.

Workforce Management (WFM) teams do a very necessary job of planning workloads and agent schedules on a daily basis.  The day gets underway in the contact center and agent rosters are all in place to meet expected demand.  But actual demand during the day may be quite different from the forecast, perhaps radically different.  So what to do?

Coping with the Unexpected

When actual workloads vary from forecasts, smaller contact centers may just reassign a few agents. Ok, not a problem (as long as you’re careful).

Larger centers with many queues often employ many people to manage this challenge. There are a variety of industry tools available to address demand spikes and schedule adherence, and keep service levels under control.  But they require manual intervention and humans are always in catchup mode, reacting after the event. And the more queues there are, the more priorities conflict, the harder it is to maintain balance, and the more costly it is in supervisor time.

Perhaps you set up some rules/triggers that fire when certain thresholds are reached. But supervisors are still having to ensure that things behave as expected.

There is a better way of doing things, which balances the needs of all queues so that all service levels are optimised. And without needing constant human intervention.

That way is Sytel Real-Time Automation (SRA).

What is SRA?

SRA is WFM, Part 2. It is not concerned with WFM forecasting, which is still a very necessary preparation. It just takes it as a given. But no matter how accurate your predictions, fluctuations in supply and demand on the day still need to be managed.

Unique in the industry, SRA simply automates the task of connecting agents to customers, optimising all SLAs and agent allocations, without human intervention. It allows agents to come and go as scheduled, taking these fluctuations in its stride. When necessary, it can reassign agents from less time-critical work, e.g. outreach, or answering emails, to help out with inbound load.

What benefits does SRA bring?

  1. Happier customers
    Wait times on problem queues are reduced, minimising one of the key drivers of customer dissatisfaction

  2. Better balance
    Performance is balanced across all workloads and all media types, so that any pressure from adverse conditions is shared across all queues

  3. Better scaling
    Performance increases at scale. As the entire system is connected, agents can be marshalled from wherever they are not already engaged in urgent work. This makes best possible use of all available resources.

  4. Better use of supervisor time
    Supervisors are freed from managing agent movements/skills and can concentrate on getting the best from their teams.

  5. Minimal unintended consequences
    Human intervention in a real-time management environment can create unforeseen longer term problems. And rescheduling breaks risks a frustrated workforce. Supervisors simply can’t process all available information in time to make optimum decisions. But SRA can, and its decisions won’t need to be reversed later.

SRA takes the strain of the unexpected; it frees supervisors to get on with building their teams; it cuts customer wait times on high-demand queues, delivering a superior CX. And it does it all far more accurately than humans can.

So sit back, let the system do its work… and breathe.

To see a video of SRA in action, see Sytel Real-Time Automation - A Simulation

To dig deeper into how SRA operates, and to assess the business case for SRA, see Sytel Real-Time Automation - Intelligence and Impact

Whether you are an enterprise, BPO, or smaller user, SRA is going to change forever how you manage contact center services.  To understand the impact on your business, contact us now at for a Proof of Concept.  You’ll never look back.

Publish Date: November 24, 2023 10:34 AM

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