social networking and the contact centre · finalist best workforce management solution emea 2008...
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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
4Optimise 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
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?
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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
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
8Optimise your most valuable resource - your employees
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
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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:[email protected]