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Industry Research : Workforce Managers Challenged by Balancing Service Levels with Off-Phone Activities
Knowlagent, an intraday management solution for call center agents, recently published a portion of the results from a survey it conducted of nearly 400 workforce managers and workforce management team members. The survey was designed to help identify the biggest challenges and opportunities workforce managers face concerning contact center productivity, as well as agent scheduling and satisfaction.
According to the survey, the biggest challenges for workforce managers include balancing service levels with other off-phone activities (65.7 percent), enhancing forecasting and staffing processes (59.1 percent) and improving forecasting accuracy (55.1 percent). Other key findings include:
- Workforce managers identified improving agent morale/satisfaction as one of their top four challenges.
- Eighty-five percent of respondents want the ability to better schedule/forecast. In fact, 35 percent report they revise forecasted schedules daily or multiple times throughout the day, while 44 percent revise schedules weekly or multiple times each week.
- Eighty-two percent of respondents reported that the smallest time segment used to create daily schedules ranged from 15 minutes to one hour.
- Seventy-seven percent of respondents agreed that delivering off-phone activities during idle time was an opportunity to improve agent productivity.
"Workforce management teams have a lot of moving parts to contend with when developing schedules that keep agents productive and satisfied, while meeting service levels throughout fluctuating call volumes," said Matt McConnell, president and CEO for Knowlagent. "The survey results echo some of the frustrations we repeatedly hear about the challenges of making intraday management efficient through manual processes."
The majority of the survey respondents included workforce management team managers, schedulers and real-time desk managers. The size of the respondents’ contact centers varied with 26 percent of respondents having more than 3000 agents within their contact center, 22 percent with 200 agents or less and 21 percent with 1501 to 3000 agents.
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Published: Tuesday, May 1, 2012