Top Three Reasons to Revamp Your WFM Strategies
10 May, 2011
By: Kristen Jacobsen
Workforce Management (WFM) applications have a come a long way since their introduction to the industry in the late 1970s. Since the beginning, overall utilization rates have remained low, particularly in smaller centers, because contact center managers view WFM to be a difficult-to-use application. That's unfortunate, since industry analysts point to first-time implementation gains of up to 30 percent in operational savings. Fortunately, a significant evolution in WFM is underway. A new generation of compelling software has entered the market with a renewed focus on a more intuitive user experience. With these enhancements, contact centers have greater potential to increase usability by agents and management, improve employee morale and job satisfaction, and strengthen forecasting capabilities. Now is the time to re-evaluate your WFM strategies, and here's why.
1. Focus on Usability
One of the most significant improvements to this new generation of WFM systems is usability. Complexity has long plagued WFM systems in the contact center, resulting in limited or ineffective use by too many contact center managers and agents.
Easy-to-implement and simple-to-use WFM applications now help managers obtain the necessary strategic insight to manage agent productivity and, in combination with other workforce optimization systems, measure performance against Key Performance Indicators (KPIs) that tie into broader business goals.
Among the innovations that can help drive usability is the application of Web 2.0 technology. A WFM system based on a larger Web 2.0 framework allows for the use of widgets or gadgets on the desktop by contact center personnel. With the personalization capability of the WFM widget on the desktop, agents and supervisors can easily access their own unique view for tracking and managing schedules, and monitoring performance.
With such improvements, contact centers no longer need to commit highly-skilled employees to learn and meticulously manage the WFM system. The latest innovations should attract smaller contact centers to access the business and usability benefits of the software, as well as ease the operational burden and cost even on larger contact centers.
2. Improving Employee Morale and Job Satisfaction
The enhanced functionalities in WFM can and will be used to alter how contact centers manage their relationships with agents. By allowing agents to instantly view their work schedules and easily monitor their performance through the day, the new generation of WFM systems can boost employee morale and job satisfaction.
The latest WFM applications provide agents with more power over their schedules and automate the process for requesting time off and trading shifts with colleagues. With a few clicks of the mouse, agents can quickly check on their current schedule for the day, look farther out for planning and request desired schedule adjustments. Such flexibility not only empowers agents but saves time for supervisors, as it automates the process of viewing requests and choosing the vacation option that best meets schedule requirements and agent preference.
Also, as a growing number of agents work remotely, the browser-based WFM applications enable agents to manage their schedules and evaluate their productivity numbers from wherever they may be working. This not only helps agents better balance their work and personal life but maintains performance accountability with supervisors who may sit halfway across the country.
3. Strengthen Forecasting Capabilities
For a contact center manager, success in managing the contact center hinges on information such as call volume and proper staff scheduling. The tools available through WFM systems now offer increasing visibility into the contact center and help supervisors more accurately forecast anticipated call volume and associated agent requirements. By implementing the latest WFM software, supervisors can decrease the likelihood that too many agents are manning the phones, a savings of up to 20 percent in overstaffing expenses, according to DMG Consulting. It also can reduce the risk of not having enough agents available to talk to customers, which contributes to dropped calls, unacceptable hold times for callers, and, ultimately, unhappy customers.
What became clear during the economic downturn is that strictly relying on past events to create a forecast for an upcoming event is not good enough due to changes in customer dynamics. Through the running of various "what-if" call volume scenarios, supervisors can determine the optimal contact center schedule and allocate resources accordingly. The intelligence this exercise delivers will help contact centers minimize overtime expenses and predict when additional resources may be needed. Today's software lets schedulers and managers do this in fewer steps, letting the software do the work.
What's more, today's agents handle more than calls. They also engage in chat, email and sometimes other types of social media interactions. Today's WFM solutions provide the ability to schedules agents with multiple skills, as well as agents that handle one or more alternative channels.
Summary
While WFM software may have had one of the least user-friendly reputations in the contact center environment, its value was not debated. The major issue was the ability to justify the investment and show immediate business benefits given its user challenges. But that reputation is changing with today's new breed of user-focused WFM applications. Contact centers are finding productivity gains, optimizing real-time information, and most importantly, taking care of their most valuable assets, their agents.
