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Article : The Power of “Policies” in Your Workforce Management Solution

#contactcenterworld, @pipkinswfm

When you are working in your workforce management tool, have you ever said to yourself:

"If only it could do (blank)" or "Why can’t it do (blank)?" or "I need it to do (blank)"?

You sit there stuck, knowing full well that there isn’t time to submit an enhancement request to your WFM vendor and for the vendor to complete that request before your analysis is due. Similarly, if you are an outsourcer, there is no time to waste. The majority of what you do is time sensitive. It needs to be done now. You can’t wait for an enhancement request. You need a solution with the flexibility to handle those unique scenarios and one-off situations that arise from time to time and do so on the fly.

If your workforce management solution has the capability to allow users to add or adjust parameters referred to by some WFM providers as "Policies", you can make a wide range of minor tweaks and major adjustments to any part of your workforce management process without the involvement of your vendor’s support team, giving you the flexible, agile toolkit you need to keep your multi-channel contact center humming along at peak efficiency. Without it, your WFM tool has you handcuffed, greatly limiting what you can do.



The settings within your WFM tool’s "Policies" section can allow you to add customized scripts when generating a forecast or schedule. These custom scripts help ensure that your organization’s special needs are taken into account by the WFM system. When "Policies" are combined with the forecast algorithm and schedule rules, your organization’s requirements for forecasts and scheduling are factored into your adjusted forecasts and schedules. This gives you the power to define and configure "Policies" that can be used under special circumstances when you are generating forecasts, schedules, rosters and exception requests, and do so with ease.

The added flexibility provided by adjusting the "Policies" within your workforce management software can be particularly useful for a wide range of tasks, including but not limited to the following:

  • Forecasting (long-term, short-term and intraday)

  • Enhanced scheduling when planning for holidays and special events

  • Vacation planning

  • Prioritization of exceptions

  • Generating staffing requirements

  • Preferences

  • Schedule swaps or trades

  • Short-term exception initiatives

  • Scheduling multi-skilled agents with aggregate queue sensitivity

  • Re-optimization policies for individual staff members

The key benefit of the customizations possible with "Policies" when forecasting is the ability to handle a vast array of "what if" scenarios that can crop up routinely in the day-to-day operation of any business or organization. At any time, you may need to re-evaluate variable skill combinations or re-assign one or more hybrid agents to maintain or raise client service levels in order to achieve your profit goal. If necessary, you can quickly and easily create an endless number of variations that can be accessed in a simple drop-down menu without reconfiguring the software. Plus, these drop-downs can be saved and further modified over time to improve them as you learn from repeat occurrences or experience other similar events.

The end result: you have the ability to find the solutions you need for the unique situations that come your way and do so within the time allotted. No unnecessary delays. No other workloads need to be neglected. No other users need to be inconvenienced.

Making changes on the fly is no longer a huge problem. Re-optimization on an intraday or intra-week basis can be made much simpler for the decision maker. Even complex exception prioritizations, which become prevalent during peak periods for seasonal operations, are vastly simplified. With so many options and the ability to quickly run so many scenarios, you or your analysts can more easily balance time-off planning, while still meeting client service levels, all based on priority level.

Weekly exceptions and possible conflicts can be quickly addressed based on their importance over partial or full day periods. There’s no need to clear, remove and re-run schedules. No manual manipulation of schedules is needed. All that is required is to simply select a department-organized policy that would take a non-work event, such as a vacation exception, over the planned work exception, such as an all-day training session.

In addition, "Policies" are equally valuable to WFM professionals when addressing special one-off RFP scenarios, as well as long-term staff planning where employee retention, client satisfaction ratings and profitability goals must all be achieved.

#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 - Complaints

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

Published: Friday, November 11, 2016

Printer Friendly Version Printer friendly version

2021 Buyers Guide Computer Telephony Integration

 
1.) 
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

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)
PH: (+61) 406 501 368

4.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

5.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

6.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 

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