In order to run a contact center that is efficient and cost-effective, it is crucial to align people, processes, and resources with the company’s key business objectives. This is where workforce management (WFM) comes into play. However, building out a WFM function can be challenging without the right tools and frameworks in place. In this article, we will explore the main components of workforce management for call centers and provide a step-by-step guide on how to impact these metrics. Additionally, we will discuss some of the top WFM software tools that call centers can consider.
Components of Workforce Management
Effective workforce management involves several key components:
- Forecasting: This involves predicting call volumes and staffing requirements based on historical data and future projections. Accurate forecasting is essential for optimizing staff schedules and meeting service level agreements.
- Scheduling: Once the call volumes and staffing requirements are determined, schedules need to be created to ensure adequate coverage. This involves assigning shifts, breaks, and time off while considering agent preferences and compliance with labor laws.
- Intraday Management: This component focuses on monitoring and adjusting staffing levels in real-time to respond to unexpected fluctuations in call volumes. It involves making schedule modifications, managing overtime, and reassigning agents as needed.
- Performance Management: Tracking and analyzing key performance metrics such as average handle time, first call resolution, and customer satisfaction is essential for identifying areas of improvement and optimizing agent performance.
- Reporting and Analytics: Comprehensive reporting and analytics provide insights into call center performance, agent productivity, and customer trends. This data is crucial for making data-driven decisions and identifying areas for improvement.
Step-by-Step Guide to Impacting WFM Metrics
1. Analyze Historical Data: Start by analyzing historical call data to identify patterns and trends in call volumes. This will help in accurate forecasting and scheduling.
2. Implement Call Center Software: Invest in a robust call center software that offers WFM capabilities. This will streamline scheduling, intraday management, and reporting processes.
3. Train Agents: Provide comprehensive training to agents on the importance of adhering to schedules, meeting performance metrics, and using WFM software effectively.
4. Set Realistic Goals: Set realistic goals for each WFM metric based on industry benchmarks and the specific needs of your call center.
5. Monitor Performance: Regularly monitor key performance metrics to track progress towards goals and identify areas for improvement.
6. Optimize Schedules: Continuously optimize schedules based on call volumes, agent performance, and agent preferences. This will help in maximizing productivity and minimizing costs.
7. Leverage Real-Time Data: Utilize real-time data to make informed decisions regarding staffing adjustments, overtime management, and agent reassignments.
8. Regularly Review and Adjust: Regularly review WFM processes and metrics to ensure they align with changing business objectives and customer demands.
Top WFM Software Tools
1. Verint Monet WFM: This cloud-based WFM solution offers forecasting, scheduling, and real-time adherence capabilities.
2. Genesys PureCloud: This all-in-one contact center solution includes workforce management features for forecasting, scheduling, and reporting.
3. Aspect WFM: This software provides forecasting, scheduling, and intraday management capabilities to optimize contact center operations.
1. Time Doctor
Time Doctor is a workday analytics platform designed for outsourced contact centers. It’s designed to help managers make smarter scheduling decisions and encourage agents to work more efficiently.
With Time Doctor, call center managers can plan schedules and check for adherence. Attendance reports show agent arrivals, while the platform’s time tracking features monitor their daily tasks.
Time Doctor automatically tracks the websites and apps agents use during the workday, offering greater insight into their habits and workflows. The platform also tracks productive versus unproductive tasks.
With these productivity insights, managers can make data-driven decisions about project assignments and agent scheduling. Managers can use these insights to find top-performing agents and reverse-engineer their processes.
These insights can also reveal agents who are likely to be overworked or struggling with their workloads. Using Time Doctor’s insights, managers can take steps to improve engagement, resolve work-life balance issues, and increase agent retention.
Best for: Outsourced call centers that need cost-effective agent scheduling and productivity analytics.
Pricing: Starts at $5.90/user per month when billed annually.
2. Assembled
Assembled is a WFM platform for customer experience (CX) teams. The software is designed to help managers make better staffing decisions by offering visibility into call center teams.
Assembled offers call center forecasting and scheduling to ensure optimal agent coverage. The platform also provides performance management to keep agents engaged and performing at their peak.
Best for: CX teams with ambitious customer service and agent engagement KPIs.
Pricing: Contact sales.
3. Calabrio ONE
Calabrio ONE is a WFM solution designed for call centers. The software uses AI-powered tools to forecast call volume, generate agent schedules automatically, and generate reliable staffing models.
Calabrio also offers call center agent engagement features designed to improve retention. The platform’s reporting tools can help managers stay on top of KPIs and improve operational efficiency.
Best for: Contact centers that need an integrated solution with call recording and quality management.
Pricing: Contact sales.
4. Genesys Cloud CX
Genesys Cloud CX is an all-in-one cloud-based contact center solution that works across customer service channels. The software supports both CX and agent engagement.
Genesys Cloud CX supports both inbound routing and outbound outreach campaigns. The platform also offers robust analytics to help managers monitor call center performance.
Best for: Contact centers with both inbound and outbound agents.
Pricing: Starts at $75/user per month when billed annually.
5. NICE CXone
NICE CXone is a suite of software tools for contact centers. The platform’s WFM software is designed to increase forecasting accuracy, improve call center agent engagement, and give managers the flexibility they need to adjust plans.
NICE CXone is engineered to optimize the efforts of contact center workforces. The platform uses AI to help agents work better and help managers run more cost-effective call centers.
Best for: Enterprise users that need an integrated set of contact center solutions.
Pricing: Starts at $100/user per month.
6. Playvox
Playvox is a WFM platform that uses AI-powered tools for capacity planning, call forecasting, and agent scheduling. The software also offers intraday management to assist with irregular operations.
Playvox provides omnichannel support and can forecast customer volume across channels. The platform also includes performance metrics that agents can use to improve their own performance.
Best for: CX organizations that need to manage omnichannel customer service.
Pricing: Contact sales.
7. Talkdesk
Talkdesk is a contact center software platform with an optional workforce management add-on. The platform offers CX analytics, omnichannel engagement, and workforce engagement.
Talkdesk’s WFM add-on uses AI and automation to improve forecasting, staffing, and administration. The WFM feature can also predict performance metrics to keep call centers on track to reach KPIs.
Best for: Contact centers in healthcare, financial services, and retail industries.
Pricing: Starts at $75/user per month, and plans that support WFM start at $125/user per month.
8. Tymeshift
Tymeshift is a Zendesk app that provides call center forecasting and scheduling. The software uses historical data to estimate agent needs and builds cost-effective schedules.
Tymeshift gives call center managers real-time insights into agent activity and attendance. As a manager, you can check schedule adherence and monitor agent performance.
Best for: Contact centers that use Zendesk to manage customer service or sales teams.
Pricing: Free plan available, and paid plans start at $15/user per month when billed annually.
Conclusion
Workforce management is a critical aspect of running a successful call center. By aligning people, processes, and resources with business objectives, call centers can achieve greater efficiency and cost-effectiveness. Implementing the right tools and frameworks, focusing on key components such as forecasting, scheduling, intraday management, performance management, and reporting, and leveraging top WFM software tools can significantly impact call center metrics. By following the step-by-step guide provided in this article, call centers can optimize their workforce management practices and drive success.