Contact Center staffing numbers are critical in balancing costs and the quality of customer experiences. Workforce Management (WFM), the focus of our Best Practices series this week, is the discipline used to optimize cost and quality.
WFM involves forecasting contact volumes by channel or interactions, staffing during the term, the production of schedules and reporting and analysis of data that allow management to deliver on its goals. WFM uses mathematical models, such as Erlang Programming Language, and sophisticated software, including Calabrio: The Workforce Optimization Suite, in its solutions.
The first of five benefits of WFM is:
Benefit 1: Drives Service Levels with Proper Forecasting and Metrics
- The ability to use historical data, trends and other variables such as special events, allows WFM to create volume and staffing forecasts that align with business need.
- Maximize contact center potential to meet contract-driven service level agreements.
This is why you really need inventory optimization for your contact center
Workforce Management is essentially a management tool for the contact center, assessing data, analyzing it, providing guidance into it; and, based on that information, telling it how to operate and at what strength.
Yet despite the importance of WMF, only 51 percent of contact centers report having a manager or team to oversee this function, according to ICMI.
These 5 Benefits of Workforce Management can give you an idea of how this practice will benefit the call center.
See blog post Wednesday for Benefit 2: Boosts Effectiveness by Aligning Schedules.