In any business unit, success hinges on having the right people in place, focused on key business goals, and working productively. However, managing a contact center introduces unique challenges that necessitate effective workforce management (WFM). Two specific challenges make contact centers stand out: externally determined workload demands and 24/7 workload demands.

Externally Determined Workload Demands

Unlike many business units where goals and objectives are internally determined, call centers face externally determined workload demands. Customers drive the workload by reaching out with their needs, and the call center must be prepared to meet them. This external influence complicates goal-setting and workload management.

24/7 Workload Demands

While other business units may set expectations or limitations on staff working hours, call centers operate 24/7. Customers can contact the center via various channels at any hour, requiring the availability of the right people to address a wide range of topics and complexities.

Given these challenges, modern multi-channel contact centers rely on sophisticated workforce management tools to optimize agent schedules and maintain consistent service levels.

What is Workforce Management?

At its core, workforce management is the process that contact centers use to ensure they have the right people and skill sets available to handle customer interactions efficiently and cost-effectively. It involves forecasting, scheduling, and managing resources to meet service-level goals.

The Basic Building Blocks of Contact Center WFM Include

1. Forecasting: Analysts use historical data, business trends, and upcoming marketing campaigns to predict workload.
2. Scheduling: Creating schedules that place the right agents to meet service-level goals throughout the day.
3. Managing: Monitoring service levels during the day and making real-time adjustments to agent schedules based on demand.

Why Workforce Management is Important in the Contact Center?

Research indicates that 41.3% of contact centers still operate without WFM technology. Manual schedule management using spreadsheets was once acceptable, but this approach has become outdated as contact centers grow in size and complexity.

Workforce management is crucial for several reasons

1. Consistent Customer Experiences: Accurate staffing levels directly influence customer experience, ensuring consistent service regardless of who handles a call.

2. Agent Job Satisfaction/Engagement: Adequate training and scheduling contribute to agent satisfaction, reducing attrition and associated hiring costs.

3. Operational Efficiency: Proper training and scheduling help agents meet the demands of customer contacts, enhancing operational efficiency.

4. Budget Savings: WFM prevents overstaffing, and optimizing resource-related costs that account for a significant portion of a contact center's budget.

Good to know: If you are reading about workforce management, you should also know what is contact center

How does WFM drive agent Engagement?

Agent engagement is a critical aspect of a successful call center. WFM plays a key role in driving agent engagement through -

1. Feedback: WFM provides robust, immediate performance feedback, keeping agents invested and motivated.

2. Flexibility: Offering agents control over their schedules and responsibilities enhances satisfaction more than monetary incentives.

3. Training Support: WFM software supports training initiatives, helping agents improve their skills and contribute more effectively.

4. Measuring What Matters: Shifting from traditional metrics to holistic assessments empowers agents and improves the overall customer experience.

Benefits of Workforce Management Software

Dedicated WFM software offers significant advantages over manual methods and outdated spreadsheet processes. Some of the benefits include:

1. Increased Accuracy in Scheduling and Forecasting: AI and ML features in WFM software enhance accuracy, allowing for frequent forecasting and easy adjustments.

2. Less Time Spent Managing the Contact Center: Automation in WFM streamlines tasks, reducing the time spent on forecasting, scheduling, and managing service levels.

3. Easier Reporting and Analysis: WFM software provides real-time, visual reporting capabilities, simplifying the measurement and reporting of call center performance.

The Next Generation of Workforce Management

As contact centers face evolving challenges, the next generation of WFM tools seeks to provide more value and efficiency. Key components of next-gen WFM solutions include -

1. Easy, Fast Deployment: Next-gen WFM solutions should deploy quickly, with expert guidance and implementation services included.

2. Self-Service Customizability: Solutions should offer self-service customizability to meet the unique requirements of each contact center without costly expert assistance.

3. True Flexibility: Cloud-based solutions should provide full flexibility in deployment models, whether cloud, on-premises, or hybrid.

4. Rapid Learning Curve: Training time for WFM analysts should be significantly reduced, allowing quick contributions to call center operations.

5. True Scalability: Solutions should offer two-way scalability, allowing contact centers to scale up and down in near real-time.

6. Easy Updates & Upgrades: Cloud-based solutions should provide seamless and automatic updates, with included guidance and training on new features.
Emerging WFM Best Practices

Innovative contact centers leverage next-gen WFM capabilities to unlock new best practices

1. Honing Ideal Schedules with Rapid Custom Scheduling: Rapid scheduling capabilities save time and allow for adjustments, optimizing schedules and driving efficiencies.

2. Using Predictive Forecasting for More Accurate Long-Term Plans: AI tools predict shifting patterns and emerging trends, helping align staffing levels with predicted volume.

3. Intraday Dynamic Scheduling to Adapt to the Unexpected: AI-powered intraday dynamic scheduling adjusts real-time agent schedules to handle unexpected events impacting service levels.

4. Streamlining Approvals with Simple Automation: Automation simplifies approvals, reducing the daily burden and providing real-time views of scheduling.

5. Enabling Agent-Empowered Scheduling: WFM tools allow agents to select their availability and control their schedules, fostering engagement and flexibility.

The Role of AI in Workforce Management

While WFM is rooted in automation, AI solutions enhance decision-making and operational efficiency. Some key AI applications in WFM include -

1. Intraday Performance Reporting: AI-powered intraday reports analyze historical data and real-time trends, helping analysts make informed decisions on staffing adjustments.

2. Skill-Based Scheduling: AI assists in fitting agents to specific skills, optimizing schedules based on individual strengths.

3. Assessing Phone States: AI enables real-time assessment of agent phone states, identifying anomalies and aiding in staffing adjustments.

Conclusion

Workforce management is indispensable for call centers facing external and 24/7 workload demands. Next-gen WFM solutions, incorporating AI and automation, offer numerous benefits, from increased accuracy to easier reporting and analysis. Emerging best practices leverage AI capabilities to improve scheduling, forecasting, and adaptability. Understanding the role of AI in WFM is crucial for contact centers seeking efficiency and excellence in customer service.