Contact centers are under constant pressure to deliver better customer service, but often lack the resources that have traditionally been required to achieve this objective.

 

An experienced contact center manager becomes accustomed to doing more with less, maximizing investment in technology and personnel. And over the years, they have adopted a number of strategies to weather tough times and shrinking budgets. Perhaps some of these ideas sound familiar:

  • Implement a Flexible Shift Model: Fixed start/end times and lunch breaks can be tough to accommodate when the number of calls and arrival patterns vary from day to day. A flexible shift model can address this, implemented gradually starting either with your best agents or your new hires. Result – a 1-2% service level improvement.
  • Track Shrinkage: In a 30 agent contact center, 20 minutes shrinkage per agent equates to 10 hours per day in shrinkage. If agents are being paid $15 per hour, it results in a $39,000 annual loss. Shrinkage can be reduced by better matching call volume with agent availability, increasing forecast and schedule accuracy, and improving schedule adherence.
  • Improved Scheduling: When schedules are developed they should always take into account all agent activities, a ranking of agents based on KPIs such as calls per hour or call completion time, and matching shift teams by personality. Increased schedule visibility that accommodates agent needs when possible will encourage loyalty and consistent productivity.

 

This white paper will show you how an automated  workforce management (WFM) solution can improve forecast accuracy, making sure all the necessary resources are always in place and how it can streamline the scheduling process.

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