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Article : The insider’s Guide to WFM

#contactcenterworld, @Calabrio

Author: Nick Smith, Business Manager, Uk & Ireland, Teleopti

Workforce Management is so much more than smarter scheduling and forecasting. With an open mind and the right partner by your side, it can unlock the secret to effective employee and customer engagement. Nick Smith shares 5 ways to become a WFM guru.

Over the years, I have been lucky enough to work with many dedicated and talented individuals who have achieved some remarkable things with Workforce Management (WFM).

Based on the insights of Calabrio/Teleopti’s customer community combined with our first-hand experience of guiding organizations through the often-complicated maze of scheduling and forecasting, here is an insider’s guide to making the most of your WFM technology.

5 ways to become a WFM guru

  1. Get to know your people

Truly engaging with employees is central to great customer service and smooth operations. If you don’t really understand what matters to them, how can you design schedules that accommodate their personal circumstances to motivate and strike a healthy work/life balance? Weekly kick-off meetings, regular huddles and 1-2-1s are simple ways to find out who needs to start work early to pick up their children from school in the afternoon or who actually wants to work at weekends or cover the more unpopular shifts.

  1. Involve staff in the scheduling process

This is the next step to engaging with team members. Consider running workshops so staff understand why you are scheduling the way you are scheduling. Encourage planners to attend the occasional team meeting so that everyone gets an overview of what influences shifts and schedules. That way, no- one feels victimized and people are more likely to accept shifts and work together at all levels.

Establish a feedback loop. Why not hold open, interactive forums where customer service representatives (CSRs) have the opportunity to ask questions or make requests around scheduling and the planning team can implement the best ideas or explain the limitations of others?

  1. Be bold and be strategic

This involves being curious in two very important ways. Firstly, consider the operational and business needs of all stakeholders – both the customers and all levels in the company from frontline employees through to the results the board wish to see. Next, make time to really get beneath the bonnet of your WFM technology to make the most of all the functionality available and ensure it meets everyone’s key objectives. For instance, first, find out what your company goals are for the customer experience, then see what elements of your WFM tool will drive those results. Is it an omnichannel-first approach? Then make sure you look at shift types and the channels you’re staffing. Or is it all about first-contact resolution? Then consider how your WFM solution can optimize the scheduling for training opportunities. Or try and do it all.

  1. Never underestimate the power of training on WFM

It’s a fool-proof way of getting everyone up and running quickly, building confidence and boosting customer satisfaction all in one go. If necessary, enlist help from seasoned users in the WFM team. Once everyone is confident with the new system, discuss ways to utilize the latest WFM training planner capabilities for coaching sessions. This amazing time-saver automatically flags up the best time of day to conduct offline activities, which can be built into schedules quickly and efficiently.

  1. Don’t be afraid to ask for help

This all comes down to working with the right technology partner whose technical expertise and industry know-how can deliver a WFM platform that is tailored to your individual needs. Look for people who want to work with you every step of the way, from initial consultancy, implementation to post-sales support. They should be approachable so if something is taking a long time and really bugging you, you’ll have no hesitation in obtaining the help you need to grow your WFM solution and become a WFM guru.

#contactcenterworld, @Calabrio

About Nick Smith:
Nick Smith is Business Manager, UK & Ireland at Teleopti. His previous role at Teleopti was as Global Head of Pre-sales support.

About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Customer’s Expectations

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

Published: Monday, December 9, 2019

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2021 Buyers Guide IVR

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.
PH: +1 512-872-7565

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
PH: 216.662.5870


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.
PH: +34 952 667 511


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
PH: +1 (888) 256-8312

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
PH: 1+480-435-9390

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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