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Article : What Your Workforce Management Team Wishes HR Knew

In the contact center world, success for the HR team and the Workforce Management team is often measured in competing metrics and outcomes, but for success to be achieved on both sides, they must be on the same page. Here’s a quick take on bridging the divide between the worlds of Workforce Management and HR, from the WFM point of view.

Whether you’re running your own in-house call center or working closely with an outsourced contact center to manage the load, chances are your workforce management team and your HR teams have had the occasional struggle to understand one another.

As the senior vice president of corporate services at Blue Ocean, both our workforce team and our HR team report up to me. I know that the gap of understanding can be very wide between these two crucial teams with their specialized areas of expertise. In our world, success for those two teams is often measured in competing metrics and outcomes, but for success to be achieved on both sides, they must be on the same page.

Here’s a quick take on bridging the divide between the worlds of Workforce Management and HR, from the WFM point of view. (In a future blog, we’ll consider this same topic from the HR perspective!)

1. Standard Shifts Makes WFM’s Jobs Harder

HR’s job is to create an engaging employment experience, and one of the most elemental concepts to a universal engaging experience is consistency. Often for employees, consistent schedules and set shifts are preferable. However, limiting scheduling flexibility is most likely not the most efficient strategy for the workforce management team.

Unlike other departments within a company, the contact center is driven by fluctuating volume by the day, time of day, day of week, and season, which can have a significant effect on workforce needs. To most effectively meet this fluctuating volume, strategies like staggered shift starts, split shifts, and part-time employees are highly valuable.


2. WFM Is Measured on Efficiency

While success in the HR world is often measured on metrics like hiring stats, retention, attrition, and engagement, WFM must deliver on metrics of efficiency and productivity while meeting grade of service goals as closely as possible - all while aiming for exceptional customer experience and high CSAT scores.

Under those parameters, WFM is highly focused on achieving the most efficient deployment of human resources - it’s not surprising that this often bumps up against HR’s objectives. Obviously both teams are critical to the project, so common ground must be sought out in order to maximize efficiency and effectiveness.


3. Productivity Should Be a Common Goal

In finding that common ground, both teams need to have common goals. Productivity is one place where there is common ground to be found. While establishing a great employment experience is important, being work-ready is the first priority. When HR and WFM have a good working relationship, productivity should be a natural by-product. When people are engaged in their workplace, they wantto be ready and available for work.

A steady pace of work can contribute to positive employee engagement. In employee focus groups, we’ve heard agents prefer a steady flow of work. Overwhelming volume adds to stress. And low volume/overstaffing contributes to boredom/disengagement. By balancing the pace of work to the degree that is possible through forecasting, scheduling, staffing, real time analysis, and skill assignments, your workforce team directly impacts the agent experience.

When everyone on the team is managing their time and availability in a way that contributes to team outcomes, it’s only then that you have a true picture of WFM’s ability to meet volume. Plus, when total productivity is achieved, this of course reduces pressure on HR to recruit. It’s a win-win situation.


About Patricia Isnor:
Patty Isnor is never satisfied with status quo. Her primary focus over the course of more than 30 years with our organization is on ensuring that our company is in a constant state of striving. As Senior Vice President, Corporate Services,she leads initiatives in human resources, facilities design and management, and employer branding. She has been the driving force behind many of Blue Ocean’s (and CCL Group) innovations in administrative, financial, legal and human resources systems and processes. Her leadership in this space has earned Blue Ocean national and international recognition for ou

About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Tuesday, October 27, 2015

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
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.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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