A Look Into The Modern Contact Center Part 4

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Workforce Optimization

Workforce optimization may be easier said than done. However, with the right tools and proper technology, you can empower your workforce and differentiate your business from your competitors. In our last post, we discussed the revenue booster Speech Analytics, and when coupled with Collaboration Recording and a Workforce Management application, you’ve got an instant Workforce Optimization Suite (WFO).

Choose software that gives you faster and more accurate reporting, that is flexible and scalable to the size of your workforce. The goal, in the end, is to reduce overtime and reduce administrative hours, which a good suite will do without putting you in a financial crisis. The idea is to have a business that is efficient and effective.

Contact center managers have lots to manage, but the more powerful your suite, the easier it becomes to do their jobs. Now you can schedule training, breaks, and track employee productivity by using a WFO that allows for tracking various metrics and planning a variety of tasks. Increase your forecast accuracy and agent occupancy when you let your WFO assist you. Whether you use it for scheduling, checking real-time policy adherence or employee self-service and vacation planning, your WFO is the key to driving down workforce overstaffing, overtime and shrinkage.

Running a successful modern contact center is not only the technology you have, but also how you use it. Determine what you need first by gathering your contact statistics (analytics) such as the number of calls, volumes, average contact length, and hold times, for example. Next, think about your customers and add revenue boosters that are responsive to their preferences. Then you can staff your contact center correctly and account for skill sets, work rules (union rules), exceptions, vacations, etc., and match the people and their skills and preferences to your needs. Finally, track in real-time and make adjustments as needed. Ultimately, you will see a reduction in costs by not over-or-under-staffing, allowing for meeting your customer service goals.

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Darlene Jackson is a published writer with many years of experience in digital publishing, advertising, and public relations. Her diverse assignments include stints with Chicago Public Media, The Chicago Tribune, and various print and online media and communication outlets. She is currently pursuing a master's degree at Northwestern University.





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