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Article : Enterprise WFM: Forecasting May Be at Its Core but Its Scope Is Much Broader

#contactcenterworld, @pipkinswfm

In the contact center industry, like all personnel-intensive industries, workforce management has become an ever increasing strategic focus for senior executives and entrepreneurs alike.

Gains achieved through the efficient and effective management of your frontline staff (your contact center agents) can have a huge impact on your business, contributing to improved results across the board – lower costs, increased profit margins, higher customer satisfaction ratings, a lower churn rate of your customer base, higher morale within your organization and lower employee turnover.

Manual processes using spreadsheets and timecards, aren’t enough even for the smallest of contact center teams in today’s multi-channel contact center environment. An automated WFM solution can do a much better job, while freeing up your supervisors, managers and administrative staff to focus on other responsibilities and duties.

Accurate Forecasting is at the core of today’s best fully integrated Workforce Management solutions, but it is still only one component in a diverse toolset to manage a complex system. That said, you want to have confidence in your forecasts of expected workloads – long-term, medium-term, short-term and even intraday. You base your staffing requirements on these forecasts.

After all, labor is typically one of the biggest, if not the biggest cost in your center. Being overstaffed or understaffed, even for short periods, can significantly drive up costs and lower profit potential. Some WFM solutions don’t include intraday forecasting and require third-party add-on modules to add this capability to their systems. Other providers may use antiquated algorithms that are inadequate to handle the numerous variables in today’s rapidly evolving multi-channel contact center environment. Robust forecasting is a must, including intraday forecasting.

But forecasting and planning are just the tip of the iceberg. A modern workforce management suite can and should do so much more:

  • Performance Management – Real-time performance data is vital to your operations. Your entire management team from your frontline supervisors all the up to the C-level suite needs accurate, up-to-date information, preferably in customizable dashboards and reports highlighting key performance indicators. Agents also benefit from quantifiable feedback on their performance which can help them adjust their behavior to improve performance. Plus, performance tracking tools can be linked to motivation and incentive systems to further enhance ongoing agent performance. Can you say gamification?
  • Real-Time Adherence – What good is a WFM system if it generates an optimal schedule, but your agents fail to adhere to that schedule? You need real-time proactive monitoring of agent adherence that compares the agents’ scheduled activities with their actual current activities and generates automatic alerts to the agents and their supervisors when adherence thresholds are broken. The inclusion of real-time adherence KPIs on dashboards for agents and supervisors increases accountability for following that optimal schedule your system has generated. Web and/or smart phone access to adherence reports and alerts keep managers informed about their team’s performance even when they are not at their desk.
  • Automation and Streamlined Communications – Systems that empower agents and limit supervisor time responding to manual requests can give your operations a significant boost in productivity. The same holds true for the ability to automate the collection and processing of performance and service statistics, forecasting, scheduling, etc. It adds up to fewer man hours spent on administrative and reporting functions and more time dedicated to serving your customers.

Features that fall under automation and streamlined communications include:

  1. Real-Time Dashboards that display individual, team, group and overall contact center performance KPIs, ticker-style in real time are a huge benefit for frontline supervisors and their team members.

  2. Real-Time Adherence Notification Systems that free your supervisors from the constant monitoring of old style adherence monitoring screens. Automated alerts for both supervisor and agent can ensure accountability, as well as speedy behavior corrections.

  3. Vacation and Overtime Planners that allow agents and supervisors to manage vacation time and overtime through automated request systems using rules defined by current HR practices increase agent empowerment, improve morale and free up supervisory time from these administrative tasks.

  4. Shift-Bidding and Self-Scheduling that require agent involvement in the scheduling process encourage employees to take control of their work lives and improve their work-life balance while improving operational efficiency, increasing staff engagement, reducing administrative costs and reducing supervisory time spent on scheduling. Systems that allow agents to view and adjust schedules at their workstation, at home or on the go using their smart phone or tablet or laptop are ideal.

  5. Communications with other agents via bulletin board message systems help keep information flowing and increase connectedness of your teams, particularly in larger, multi-shift call centers, or call centers utilizing at-home agents.

  • At-Home Scheduling – The use of at-home agents continues to grow in popularity industry-wide, and the trend shows no sign of slowing. If you already are using at-home agents, this feature is a must. If you plan to phase in the use of at-home agents in either a "hub and spoke" model or ultimately transition to a virtual contact center operation, having this capability baked into your WFM system gives you the flexibility to implement the change when the time is right for your organization. At-home scheduling can reduce infrastructure costs while improving organizational morale by giving highly skilled associates a flexible work environment.

  • In-App Video Conferencing, Chat and Screen-sharing – The incorporation of video conferencing, chat and screen-sharing capabilities within a workforce management application can be a huge aid for supervisors and trainers to work with and coach new agents or agents learning new duties, especially for organizations with at-home agents or multiple facilities.

#contactcenterworld, @pipkinswfm

About Kevin Weible:
Kevin Weible is a marketing communications professional with more than 20 years’ experience in B2B and B2C marketing who joined Pipkins in 2016 to lead the firm's marketing efforts. Kevin has a B.A. in English from the University of Missouri - St. Louis, and a M.B.A. from Webster University.

About Pipkins Inc.:
Company LogoPipkins Inc., founded in 1983, is a supplier of workforce management software and services to the contact center industry. Its Vantage Point WFM solution enables managers to solve the complicated operational issues in today’s complex, omni-channel contact center environments and back office operations. The company is headquartered in St. Louis, Missouri.
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Today's Tip of the Day - What Does Your Business Need?

Read today's tip or listen to it on podcast.

Published: Wednesday, November 2, 2016

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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