an introduction to workforce management …...workforce management is... • assigning the right...

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


What is WFM?


Recognise This?


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 =


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


Identifying the need for WFM


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


Time to ditch the spreadsheet?

Complicated and inflexible Time consuming for Managers Multi skilling not possible Skills dependency? Resource allocation unclear to agents


Workforce Management

Features


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


Forecasting

SPECIAL PATTERNS

HISTORICAL TRENDS

“WHAT IF”

MULTI CHANNEL


Scheduling

SCALE : Small to Large

MULTI-SKILLING

MEETING PLANNER

SIMULATION


Manage Change

• Automatic re-forecasting of intraday volumes

• Drag-and-drop schedule modification • Real-time adherence ?


Analyse Performance

•Web-based reporting

•Visibility of performance

— Scorecards, Dashboards, KPI’s, trend analysis


Agent Empowerment

• View Schedules • Book Holidays • Swap Shifts • Shift Preferences


Delivery of WFM


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


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


Making the business case


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)


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


Online Resources

• YouTube clip • Blog • Case study • White paper

http://www.youtube.com/watch?v=qaIEPezNC00&feature=plcp

http://www.businesssystemsuk.co.uk/blog/WorkforceManagementBlog/

http://www.businesssystemsuk.co.uk/InformationCentre/WhitePapers/HostedWFMWhitePaper/


Product Taster


Contacts

David Evans, Analytics Consultant, Business Systems Mob : 07968 589396 Email : [email protected]

WFM Blog: www.businesssystemsuk.co.uk/blog/WorkforceManagementBlog/

an introduction to workforce management …...workforce management is... • assigning the right...

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