social networking and the contact centre · finalist best workforce management solution emea 2008...

Optimise your most valuable resource - your employees

Social networking and the contact centreChris Dealy, InVision Software

How the right approach to workforce planning can makecontact centres prepared for the age of Facebook and Twitter

TEXTBOOK DEFINITIONWorkforce management

Workforce Management

Workforce Management is the art of having the right number of skilled

people and supporting resources in place at the right time to handle

accurately forecasted workload, at service level and with quality

2Optimise your most valuable resource - your employees

What does InVision know about it?INVISION HAS BEEN A PIONEER AND THOUGHT LEADER IN WFM SINCE 1995

Founded 1995Europe’s leading WFM vendorOver 400 customers world-widePresent in UK since 2005

Business Services Authority

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We are recognised for innovationINDUSTRY RECOGNITION

Retail Systems Awards 2009Finalist, Technology Vendor of the Year2009

Frost & SullivanCompetitive Strategy Leadership Award EMEA Agent Performance Optimisation2008 & 2009

ContactCenterWorld Top Ranking Performers in the Contact Center Industry Awards Finalist Best Workforce Management Solution EMEA 2008

German Association for Small and Medium-sized BusinessInnovations Award 2008Winner in the category `Human Resources´2008

Entrepreneurs for GrowthEurope‘s Top500 Fastest growing companies in Europe2007

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What has workforce management got to do with social networking?WHAT TO LOOK FOR IN WFM TO BE READY FOR THE NEW CHANNELS

Channels need to be serviced differently

Random arrival with immediate service needs

Regular arrival with delayed response times

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SOCIAL NETWORKING REPRESENTS AN ADDITIIONAL WORKLOAD WHICH IS INCREASINGLY IMPORTANTWhat has workforce management got to do with social networking?

XXXX

XXXX

XXXX

Twitter and Facebook APIs have the potential to automate the search and generate volume data to forecast future workload

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CUSTOMERS HAVE EXPECTATIONS ABOUT RESPONSE TIMEWhat has workforce management got to do with social networking?

Immediate< 2 Minutes

Near term< 4 Hours

Mid term< 24 Hours

Long term> 24 Hours

Voice

Voice Mail

Web Chat

Text /SMS

E-mail

Twitter

Faxes

Snail Mail

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What has workforce management got to do with social networking?WHAT TO LOOK FOR IN WFM TO BE READY FOR THE NEW CHANNELS

You must gather data from multiple sources

ACD, Email Server, Chat Server, Twitter API, other business engines

Data is analysed differentlyForecasting is more complexNeed different algorithms to calculate requirements for different channels

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ForecastingSOFTWARE DEMONSTRATION

9Optimise your most valuable resource - your employees

What has workforce management got to do with social networking?WHAT TO LOOK FOR IN WFM TO BE READY FOR THE NEW CHANNELS

Utlilise your multi-skilled staffAgents can typically handle more than one channel ‘pooling efficiencies’Multi-skill scheduling is a complex matter Need a WFM tool that delivers these efficiency gains without huge admin and long run-time

10Optimise your most valuable resource - your employees

SchedulingSOFTWARE DEMONSTRATION

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What has workforce management got to do with social networking?WHAT TO LOOK FOR IN WFM TO BE READY FOR THE NEW CHANNELS

Multi-site and time zone support – it is the world-wide web!

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What has workforce management got to do with social networking?WHAT TO LOOK FOR IN WFM TO BE READY FOR THE NEW CHANNELS

Engage with ‘Generation Y’Technology-savvy – grew up with digital mediaWork/life balance is important

Good practiceCommunicate with your agents the way they want to communicateInteractive scheduling

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Use social networking to engage with your agentsEASIER TO CONTACT YOUR AGENTS BY FACEBOOK THAN PHONE OR EMAIL

Call centre notifies student agents about available shifts using FacebookGroup: ‘Extra money while studying?’

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Interactive schedulingSOFTWARE DEMONSTRATION

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WHAT TO LOOK FOR IN WFM TO BE READY FOR THE NEW CHANNELSRecap: What does social-networking-ready WFM look like?

ForecastingGather data from multiple sourcesCalculate staffing requirements appropriately for different channelsHard coded for inbound call centres Enterprise-wide

SchedulingOptimised multi-skill schedulingwithout massive adminand long run timesBlended and block schedulingMulti-channel, multi-site andmulti-time zone

Interactive schedulingEngage with Generation Y

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Optimise your most valuable resource - your employees

Thank you for your attention

For more information or to arrange a meeting, contact:chris.dealy@InVisionWFM.com