connect 13 - wfm 101
DESCRIPTION
Do you want to know what a Workforce Management (WFM) system is and how it can improve your customer contact center? This session highlights how a WFM can optimize staffing and labor expenditure. Attendees gain an understanding of WFM fundamentals and exposure to best practices for staffing, scheduling, and forecasting in contact centers.TRANSCRIPT
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Workforce Management 101
Mark MooreConsultant
Who Am I?
• Over 11 years of contact center experience• Workforce planning• Supervisor• Trainer• Assistant contact center manager
What Is WFM?
• Wikipedia defines WFM as– “Assigning the right
employees with the right skills to the right job at the right time”
• Your thoughts?
What Is an Optimized Workforce?
• A workforce scheduled and trained to meet call volume and service level needs– Removing emotion from scheduling• While taking in account of time off, planned
or unplanned
What Does WFM Encompass?
• Forecasting• Scheduling• Real-time adherence• Intra-day management
Forecasting
• What is forecasting?– In contact centers, forecasting is using historical call
data to predict call volumes for future date ranges– How is information tracked for spontaneous
changes?• Spreadsheets?• WFM software?
Forecasting• Factors affecting call volume
– Weather– System outages and technical Issues– Promotions
• How is information tracked case of spontaneous change?
• Spreadsheets?• WFM Software?• Where do you interject these reasons into tracking for planning?
Scheduling
• What is included in scheduling?• Shift activities
– What are shift activities?• Any time an agent off the phone
– Breaks– Lunches– Meetings– Trainings– Coaching– Other
Scheduling - Shift Activities
• Flexible or fixed?– Flexible
• Optimized activities – letting the WFM decide how to best schedule staff on activities and improve the chance to meet service levels
• Non-optimized activities – placing staff on a fixed-schedule and lessening the chance to meet service levels
Scheduling - Leave Time
• Leave time– Leave time can be planned, unplanned or
both• A cross of types may be FMLA, medical, jury
duty– These reasons are usually unanticipated– With a WFM they can be factored into work
schedules
Scheduling - Leave Time
• Types of leave – planned and unplanned– Planned – requested in advance
• Vacation Days - PTO• Floating Holidays
– Unplanned – not by prior request, spontaneous• Call off sick• No call, no show
Real-time Adherence
• What is real-time adherence?– Comparing planned agent activity to actual
activities throughout the day
• Why is real-time adherence important?– Helps minimize shrinkage (time lost in contact
center) and help maintain meeting service levels
Real Time Adherence
• What are types of real-time adherence?– Actual activities• Call times – long and short calls• Adherence to schedule – logging in to queue on
schedule• Adherence to shift – going on break/lunch/other
activity at scheduled time and returning on time
Intraday Management
• What is intraday management?– Reviewing all the above
information:forecasts, schedules, real-time adherence and actual call arrivals to ensure all is on track for success
Questions and Comments?