Industry Research : Report on Workforce Management in the Contact Center
Knowlagent, an intraday management solution for, sponsored a new report by Aberdeen Group entitled, "Workforce Management in the Contact Center: Optimizing Agent Scheduling and Productivity to Improve Customer Experience Results." The report identifies how top companies manage agent hiring, training, scheduling and performance management activities to accomplish key improvements within their contact centers.
The Analyst Insight report, authored by Omer Minkara, provides detailed analysis from 2012 survey data of 166 end-user organizations on contact center workforce management activities. Minkara covers the goals and challenges cited by respondents. Key statistics presented in the report include:
- More than half of the contact centers cite agent productivity and utilizationimprovements as high priority initiatives when deciding to invest in new processes and technologies.
- Forty-eight percent of respondents report unpredictable customer trafficas a top challenge for managing the agent workforce.
- Seventy-five percent of the best-in-class companies surveyed proactively provide agents with learning materials during idle time.
"Despite their skill-set in maximizing agent utilization, even the Best-in-Class organizations are struggling with agent time spent not engaging with customers. Top performers turn this challenge into an opportunity by using this time to supply the contact center agents with learning materials and important information to support continuous learning," said Omer Minkara, Senior Research Associate of the Aberdeen Group. "Building a continuous learning environment within the contact center helps companies reduce the need and time spent for managerial and coaching activities. These time savings can help contact centers focus more on other value-add activities."
"Customers want to talk to an expert right away when they call," said Matt McConnell, Knowlagent CEO. "Leading organizations are taking advantage of idle time to make sure agents are available during peak periods and getting better during the lulls, increasing their productivity and performance at the same time."
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Published: Wednesday, June 6, 2012