an introduction to workforce management …...workforce management is... • assigning the right...
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Copyright Business Systems UK Limited 2012
An Introduction to Workforce
Management Technology
Stephen Thurston, Director, Business Systems
David Evans, Analytics Consultant, Business Systems
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
AGENDA
• What is WFM? • Identifying the need for WFM • WFM Features
— Planning — Forecasting — Scheduling — Change management — Performance analysis — Agent Empowerment
• Delivery of WFM • Making the business case • Product taster
Copyright Business Systems UK Limited 2012
What is WFM?
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Recognise This?
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Workforce Management is...
• Assigning the right employees • At the right time • With the right skill • To achieve Service Levels • At the lowest cost
How many agents we
need
How many agents we
have
_ The Difference =
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Why consider WFM?
Customer Satisfaction Operational Efficiency
Manage Labour Costs Minimise Administration
Reduce Operating Expenses Reduce Agent Attrition
Meet Service levels Consistently Reduce Call Waiting Times Increase 1st Call Resolution
Workforce Management
Copyright Business Systems UK Limited 2012
Identifying the need for WFM
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Do you recognise this...
We struggle to cope with peaks
in contacts
Agents think our schedules are not
fair
It takes hours to work out schedules
Our Agents are over/under
utilised
Should we train more in skill X?
We have no view on what agents
are doing
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Time to ditch the spreadsheet?
Complicated and inflexible Time consuming for Managers Multi skilling not possible Skills dependency? Resource allocation unclear to agents
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Workforce Management
Features
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Manage Change
Schedule Agents and Events
How many People do we need to hire
and schedule?
How do we ensure goals are met when things change?
When do we need them to handle contacts and
other activities?
How did we do and what do we need to do to improve?
Analyze Performance
The Workforce
Management Cycle
The Planning Cycle
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Forecasting
SPECIAL PATTERNS
HISTORICAL TRENDS
“WHAT IF”
MULTI CHANNEL
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Scheduling
SCALE : Small to Large
MULTI-SKILLING
MEETING PLANNER
SIMULATION
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Manage Change
• Automatic re-forecasting of intraday volumes
• Drag-and-drop schedule modification • Real-time adherence ?
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Analyse Performance
•Web-based reporting
•Visibility of performance
— Scorecards, Dashboards, KPI’s, trend analysis
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Agent Empowerment
• View Schedules • Book Holidays • Swap Shifts • Shift Preferences
Copyright Business Systems UK Limited 2012
Delivery of WFM
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How it connects to telephony
WFM Server
Customer WAN
CONTACT CENTRE
WFM CLIENT
WFM CLIENT
ACD
Call data captured from ACD/Switch and populates intra-day volumes
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Cloud vs. On-Premise
Cloud • Ability to scale up or down
• Viable option for smaller firms
• Can be delivered via Managed Service
On-Premise • TCO may be cheaper for longer term
deployments
• Accountability for security kept in-house
• Not reliant on vendor for systems stability
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Making the business case
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Building the Case - Strategic
• Reduced Overtime/Admin
• Multi Skill efficiency
• Reduced Attrition
• Increased Occupancy *
• Reduced Shrinkage**
*The % of time employee taking contacts/time available to take contacts ** The % of Paid Time an Employee is not available to take a contact (hols,lunches,sick)
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Building the Case - Operational
Agents • Fairer scheduling • Easier shift swapping • Supports flexible working
Supervisors • Highlight agent coaching needs • Less intra-day fire-fighting • More easily identify patterns
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Online Resources
• YouTube clip • Blog • Case study • White paper
Copyright Business Systems UK Limited 2012
Product Taster
Copyright Business Systems UK Limited 2010 Copyright Business Systems UK Limited 2012 ∙∙→ Voice and speech technology solutions
Contacts
David Evans, Analytics Consultant, Business Systems Mob : 07968 589396 Email : devans@businesssystemsuk.com
WFM Blog: www.businesssystemsuk.co.uk/blog/WorkforceManagementBlog/
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