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Article : WFM - Beyond The Silo In Contact Centres

#ContactCenterWorld

Workforce management (WFM) and planning professionals customarily have a set of specialized skills that are used to create magic, ensuring that when customers contact a company this can be done with ease and rapid accessibility.

To provide this, from a workforce management point of view, assumptions are based on historical volumes, average handling times (AHT) and even historical shrinkage. However, is there really involvement with what happens throughout the different streams? Is resourcing really provided for in all activities that take place?

Let’s take the example of a marketing campaign within a telecom operator. The next release of a new smart phone or 4G service is imminent. An increase in volume and calls with questions about the new service is expected. Additional resources are called in to calibrate the forecasting and ensure staffing levels are accurate.


Now let’s imagine, instead, a trickier scenario, such as the introduction of a new metric for the centre e.g. the Net Promoter Score (NPS) that gauges customer loyalty and correlates it with revenue growth. Let’s say that targets have not been met. To rectify the situation, the contact centre management team embarks on a six-sigma project that entails daily, one-to-one coaching for low-performing agents and short training sessions about challenging call scenarios for the majority of the agents. Here, the fundamental question is: how much of this actually gets factored into the scheduling and planning?

Often, such measures are excluded from both scheduling and planning. One of two outcomes is typically the result. Those running the performance plan proceed with executing their action plan. Not factoring in such measures into the scheduling or planning puts the service level at risk. Alternatively, the plan will hit a brick wall as risks in the service level for unplanned, off-board activities were not taken. In both cases, customers will suffer from the lack of sufficient staffing therefore causing longer wait times.

So, what is the answer? The answer is to break out of the silo and ensure all stakeholders of the plan collaborate by providing input into scheduling. This creates a healthy culture of information-sharing and allows the WFM team and others within the contact centre to move beyond a perspective of "us and them".

Finally best practice would be to gather those key team members involved in WFM, quality, training, team leads, etc. prior to every schedule run – be it weekly, monthly or whenever, to discuss expectations, forecasts, expected service levels, over- and understaffing as well as any other activities and plans. As such, the resulting schedule will be one that meets the needs of both customers and the internal stakeholders, thus ensuring not just a response to customers but also optimal resolution levels.


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 - Act On Your Customer Intelligence

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

Published: Monday, March 14, 2016

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2021 Buyers Guide Automated Call Distributors

 
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.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
PH: 1-720-362-5005
 

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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