Author: Azeem Qureshi, Contact Center Workforce and Quality Optimization Specialist, System Limited
Those who love their work can only do wonders and bring positive change into the World, I love working in Contact Centers and Customer Interaction Channels in a fast-paced work environment. Though they are traditionally centralized offices with cubicles for representatives to work from, many are beginning to allow employees to work remotely.
The word Management has three English alphabets "g", "e", "m", and "gem" is a cut and polished precious stone or pearl fine enough for use in jewelry.
Chiefly, The Workforce Management department is the "gem" that actually used to decorate the overall jewelry of the contact center or customer interaction channel business.
Regardless of how do you publish your weekly schedule (campaign), whether using spreadsheets or an automated workforce management system, the concept of managing a database will remain the same.
Organization Mode, Organization Model, or you may say it is the main database where you set up fundamental inputs related to the overall business and sub-organizations or sub-departmental data related to the overall business,
Hours and days of operation
Generally, the following tasks in the organization mode are performed:
Work rules flow
Roles and Scopes
Printing and Reporting
Business with larger Contact Center consists of various departments and teams, and correct conceptualization of the hierarchy structures is very important while designing the organizational database for workforce management.
Use the organization (hierarchy-based) mode to create a business structure that reflects the way your company is organized. For example, you can structure your business by location, manager, supervisor, function, or skill set; you can also structure it according to virtually any other organizational hierarchy.
Since information flows up and down the organization (employee data flows up; work rules flow down), you can work at any level within the structure, and your work will be reflected throughout the other levels.
For this reason, the design of your organizational "tree" must be done thoughtfully.
This figure shows an example of a company organized along both geographic and functional lines. Other teams may be added for use in other areas of the Suite (automated software) and the system design (spreadsheets, formula, and functions working)
The enumerated below are the "scope" and "capacity" (designed) by Organization.
For example, you have two team leaders who will be managing agents and will be reporting on them separately. Even if the agents are in the same geography or business unit, you will create a distinct "organization" for each team.
More reasons to create distinct organizations - again, to make their management easier. Facilitate a discussion in which they see why the listed considerations would be useful to them.
Impact of the well-defined and well designed Organizational Structure:
Published: Wednesday, May 24, 2023
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